Behavioural responses to service encounter involving failure and recovery : the influence of contextual factors
Celso Augusto de Matos, Valter Afonso Vieira and Ricardo Teixeira Veiga
| Year of publication: |
2012
|
|---|---|
| Authors: | De Matos, Celso Augusto ; Vieira, Valter Afonso ; Veiga, Ricardo Teixeira |
| Published in: |
The service industries journal. - Abingdon : Routledge, ISSN 0264-2069, ZDB-ID 722623-8. - Vol. 32.2012, 14, p. 2203-2217
|
| Subject: | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Virales Marketing | Viral marketing | Brasilien | Brazil |
| 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/10009620211