"Actions speak louder than words" : an impact of service recovery antecedents on customer delight in quick-service restaurants
Durgesh Agnihotri, Kushagra Kulshreshtha, Vikas Tripathi and Pallavi Chaturvedi
| Year of publication: |
2022
|
|---|---|
| Authors: | Agnihotri, Durgesh ; Kulshreshtha, Kushagra ; Tripathi, Vikas ; Chaturvedi, Pallavi |
| Published in: |
Asia-Pacific journal of business administration. - Bradford : Emerald, ISSN 1757-4331, ZDB-ID 2500536-4. - Vol. 14.2022, 4, p. 421-444
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| Subject: | Customer delight | Employee empowerment | Monetary compensation | Satisfaction | Service recovery | Social media | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Gastronomie | Restaurant industry | Beschwerdemanagement | Complaint management | Social Web | Social web | Konsumentenverhalten | Consumer behaviour | Emotion | Kundenservice | Customer service | Virales Marketing | Viral marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/APJBA-04-2021-0133 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013536877