A model of customer satisfaction with service encounters involving failure and recovery
Amy K. Smith ; Ruth N. Bolton ; Janet Wagner
| Year of publication: |
1998
|
|---|---|
| Authors: | Smith, Amy K. ; Bolton, Ruth N. ; Wagner, Janet |
| Publisher: |
Cambridge, Mass. : Marketing Science Inst. |
| Subject: | Kundendienst | Beschwerde | Servicepolitik | Verbraucherzufriedenheit |
| Description of contents: | Table of Contents [digitool.hbz-nrw.de] |
| Extent: | 44 S. |
|---|---|
| Series: | Report / Marketing Science Institute. - Cambridge, Mass.. - Vol. 98-100 |
| Type of publication: | Book / Working Paper |
| Classification: | Marketing |
| Source: |
Persistent link: https://www.econbiz.de/10004020130