Coping with service failures : the role of emotional intelligence, self-efficacy and intention to complain
Yelena Tsarenko and Yuliya Strizhakova
| Year of publication: |
2013
|
|---|---|
| Authors: | Tsarenko, Yelena ; Strizhakova, Yuliya |
| Published in: |
European journal of marketing : EJM. - Bingley : Emerald Publishing Limited, ISSN 0309-0566, ZDB-ID 189982-X. - Vol. 47.2013, 1/2, p. 71-92
|
| Subject: | Intelligenz | Intelligence | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Coping-Strategie | Coping strategy | Strukturgleichungsmodell | Structural equation model | Australien | Australia |
| 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/10009718551