Bad intentions : customers' negative reactions to intentional failures and mitigating conditions
Amin Nazifi, Holger Roschk, Francisco Villarroel Ordenes, and Ben Marder
| Year of publication: |
2022
|
|---|---|
| Authors: | Nazifi, Amin ; Roschk, Holger ; Ordenes, Francisco Villarroel ; Marder, Ben |
| Subject: | attribution theory | experiment | intentionality | service failure and recovery | text mining | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Emotion |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/00472875211044221 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10013391013