Balancing the scales : recovering from service failures depends on the psychological distance of consumers
Yuan-Shuh Lii, Anurag Pant and Monle Lee
| Year of publication: |
2012
|
|---|---|
| Authors: | Lii, Yuan-shuh ; Pant, Anurag ; Lee, Monle |
| Published in: |
The service industries journal. - Abingdon : Routledge, ISSN 0264-2069, ZDB-ID 722623-8. - Vol. 32.2012, 11, p. 1775-1790
|
| Subject: | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Glaubwürdigkeit | Credibility | Strukturgleichungsmodell | Structural equation model |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10009581429