Consumer reaction to service failure and recovery : the moderating role of attitude toward complaining
Celso Augusto de Matos; Carlos Alberto Vargas Rossi; Ricardo Teixeira Veiga and Valter Afonso Vieira
| Year of publication: |
2009
|
|---|---|
| Authors: | De Matos, Celso Augusto ; Rossi, Carlos Alberto Vargas ; Veiga, Ricardo Teixeira ; Vieira, Valter Afonso |
| Published in: |
The journal of services marketing. - Bingley : Emerald Group Publishing Limited, ISSN 0887-6045, ZDB-ID 1027140-5. - Vol. 23.2009, 7, p. 462-475
|
| Subject: | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction |
| 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/10009525711