"Calling again ..." : relationships between customer repeat calls, hostility, and service quality
Year of publication: |
2013
|
---|---|
Authors: | Seger-Guttmann, Tali ; Medler-Liraz, Hana |
Published in: |
Services marketing quarterly. - New York, NY : Haworth Press, ISSN 1533-2969, ZDB-ID 2050792-6. - Vol. 34.2013, 2, p. 159-174
|
Subject: | Beschwerdemanagement | Complaint management | Callcenter | Call centre | Dienstleistungsqualität | Service quality | Emotion | Israel |
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