This paper presents viewgraphs on supported and unsupported negotiation interactions between customer service representatives and customers when travel disruptions occur in airports.


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    Title :

    Getting your Ticket Changed: Negotiations, Dilemmas and Social Compensation When Travel Breaks Down at the Airport


    Contributors:
    R. Wales (author) / Z. Mirmalek (author)

    Publication date :

    2002


    Size :

    9 pages


    Type of media :

    Report


    Type of material :

    No indication


    Language :

    English