Angry customers, e-world-of-mouth and incentives for quality provision
Year of publication: |
2012
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Authors: | Heyes, Anthony ; Kapur, Sandeep |
Published in: |
Journal of economic behavior & organization : JEBO. - Amsterdam [u.a.] : Elsevier, ISSN 0167-2681, ZDB-ID 864321-0. - Vol. 84.2012, 3, p. 813-828
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Subject: | Anger | Customer attrition | Quality | e-WOM | Social media | Blogs | Social Web | Social web | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Produktqualität | Product quality | Konsumentenverhalten | Consumer behaviour | Web 2.0-Technologien | Web 2.0 technologies | Qualitätsmanagement | Quality management |
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