Are cynical customers satisfied differently? : role of negative inferred motive and customer participation in service recovery
M.S. Balaji, Subhash Jha, Aditi Sarkar Sengupta, Balaji C. Krishnan
| Year of publication: |
May 2018
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|---|---|
| Authors: | Balaji, M. S. ; Jha, Subhash ; Sarkar Sengupta, Aditi ; Krishnan, Balaji C. |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 86.2018, p. 109-118
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| Subject: | Service recovery | Perceived justice | Cynicism | Satisfaction | Negative inferred motive | Customer participation | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Motivation | Gerechtigkeit | Justice |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2018.01.023 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011855231