A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Sander Svari; Terje Slåtten; Göran Svensson; Bo Edvardsson
| Year of publication: |
2011
|
|---|---|
| Authors: | Svari, Sander ; Slåtten, Terje ; Svensson, Göran ; Edvardsson, Bo |
| Published in: |
The journal of services marketing. - Bingley : Emerald Group Publishing Limited, ISSN 0887-6045, ZDB-ID 1027140-5. - Vol. 25.2011, 5, p. 323-335
|
| Subject: | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Emotion | Beschwerdemanagement | Complaint management | Dienstleistungsmanagement | Service management | Tourismuswirtschaft | Tourism industry | Norwegen | Norway |
| 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/10009272255