Compensatory solution : can it save a company from a service failure?
Trang P. Tran, Widyarso Roswinanto, Erlinda Nusron Yunus, and Pepey Riawati Kurnia
| Year of publication: |
April-June 2016
|
|---|---|
| Authors: | Tran, Trang P. ; Roswinanto, Widyarso ; Yunus, Erlinda Nusron ; Kurnia, Pepey Riawati |
| Published in: |
Services marketing quarterly. - New York, NY : Haworth Press, ISSN 1533-2969, ZDB-ID 2050792-6. - Vol. 37.2016, 2, p. 80-97
|
| Subject: | Customer behaviors | customer loyalty | Indonesia | service failure | United States | Indonesien | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | USA | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Kundenbindung | Customer retention |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/15332969.2016.1154728 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011486830