An exploration into the practice of online service failure and recovery strategies in the Balkans
Yllka Azemi, Wilson Ozuem, Kerry E. Howell, Geoff Lancaster
| Year of publication: |
January 2019
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| Authors: | Azemi, Yllka ; Ozuem, Wilson ; Howell, Kerry E. ; Lancaster, Geoffrey |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 94.2019, p. 420-431
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| Subject: | Service failure | Recovery strategies | Social constructivism | Failure-recovery process | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Südosteuropa | Southeastern Europe |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2018.08.035 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10011947466