Customer bill of rights under no-fault service failure : confinement and compensation
Rachel R. Chen; Eitan Gerstner; Yinghui (Catherine) Yang
| Year of publication: |
2012
|
|---|---|
| Authors: | Chen, Rachel R. ; Gerstner, Eitan ; Yang, Yinghui |
| Published in: |
Marketing science. - Catonsville, MD : INFORMS, ISSN 0732-2399, ZDB-ID 883054-X. - Vol. 31.2012, 1, p. 157-171
|
| Subject: | service failure | customer bill of rights | advanced selling | targeted compensation | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | 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/10009511623