A cross-cultural investigation of customer reactions to service failure and recovery
Celso Augusto de Matos; Daniel Von der Heyde Fernandes; Rodrigo Pinto Leis; Guilherme Trez
| Year of publication: |
2011
|
|---|---|
| Authors: | De Matos, Celso Augusto ; Fernandes, Daniel Von der Heyde ; Leis, Rodrigo Pinto ; Trez, Guilherme |
| Published in: |
Journal of international consumer marketing. - Philadelphia, Pa. : Taylor & Francis Group, ISSN 0896-1530, ZDB-ID 1080285-X. - Vol. 23.2011, 3/4, p. 211-228
|
| Subject: | Dienstleistungssektor | Service industry | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Kulturelle Identität | Cultural identity | Vergleich | Comparison | Brasilien | Brazil | EU-Staaten | EU countries |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10009270624