Crocodile Marketing : an experimental investigation into the effects of "crocodile-tear" apologies on patient loyalty intentions
Martin Dietrich; Florian Drevs; Jörg Lindenmeier; Simone Renner; Ann-Kathrin Seemann ...
| Year of publication: |
2015
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|---|---|
| Authors: | Dietrich, Martin ; Drevs, Florian ; Lindenmeier, Jörg ; Renner, Simone ; Seemann, Ann-Kathrin |
| Published in: |
Schmalenbach business review : sbr. - Cham : Springer, ISSN 1439-2917, ZDB-ID 2000981-1. - Vol. 67.2015, 1, p. 34-53
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| Subject: | Apology | Crocodile Marketing | Customer Relationship Management | Health Services | Service Failure | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Gesundheitsversorgung | Health care | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Experiment |
| 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/10010471732