An investigative study of customers’ experience in customized customer contact services in Oporto hotels
Maria Cunha

The investigation in this study focuses on evaluating phenomenon, relationship and variance between variables in destructive relationships as a critical component of organizational life, facing it from various points of view, such as trust and partnering, project management and relational coordination. The term “co-destruction” is now used in the hospitality service environment to describe the phenomenon in which multiple actors interact and integrate their resources to realize valuable benefits, yet their collaborations result in a decline of the wellbeing of at least one of the participating actors. In the recent past, scholars have begun to dedicate their attention towards destructive relationships as a critical component of organizational life, facing it from various points of view, such as trust and partnering (Cunha, 2014), project management (Adrian et al, 2000), and relational coordination. The term “co-destruction” (Payne, 2016) is now used in the service ecosystem to describe the phenomenon in which multiple actors interact and integrate their resources to realize valuable benefits, yet their collaborations result in the decline of the wellbeing of at least one of the actors (Cunha, 2019). Considering the research objective of this investigation which thus focuses on evaluating phenomenon, relationship and variance between variables, the aim and objectives of this study were met through adopting a descriptive research design. Additionally, state of art aspects have been made through the use of an explorative research design for establishing the background for assessment of the capacity of the entire investigation.
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