Balancing reactions and actions between service receivers and service providers to resolve service failures
Irma Magaña Carrillo, Göran Svensson, Carmen Otero-Neira
| Year of publication: |
2022
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|---|---|
| Authors: | Magaña Carrillo, Irma ; Svensson, Göran ; Otero-Neira, Carmen |
| Published in: |
International journal of business excellence : IJBEX. - Genève [u.a.] : Inderscience Enterprises, ISSN 1756-0055, ZDB-ID 2471986-9. - Vol. 26.2022, 1, p. 20-41
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| Subject: | client | expectations | front-line employees | Mexico | negative emotions | perceptions | reactions | service | service failure | service provider | service receiver | teleological actions | Dienstleistungsqualität | Service quality | Emotion | Mexiko | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Dienstleistungssektor | Service industry | Konsumentenverhalten | Consumer behaviour | Dienstleistungsmarketing | Services marketing |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1504/IJBEX.2022.121604 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013198109