机译:老人客户对服务失败的反应:未来时间视角,智慧和情感智能的作用
Int Univ Rabat Rabat Business Sch BEAR Lab Rabat Morocco;
Laval Univ Dept Mkt Quebec City PQ Canada;
Hamburg Univ Technol Inst Human Resource Management & Org Hamburg Germany;
Elderly customers; Service failures; Future time perspective; Wisdom; Emotional intelligence; Problem-solving complaining; Emotion; Customer service; Complaints; Service recovery; Quantitative research; SmartPLS;