Customer delight : universal remedy or a double-edged sword?
Nadine L. Ludwig, Sven Heidenreich and Tobias Kraemer and Matthias Gouthier
| Year of publication: |
2017
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|---|---|
| Authors: | Ludwig, Nadine L. ; Heidenreich, Sven ; Krämer, Tobias ; Gouthier, Matthias |
| Published in: |
Journal of service theory and practice : JSTP. - Bingley : Emerald, ISSN 2055-6225, ZDB-ID 2819789-6. - Vol. 27.2017, 1, p. 23-46
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| Subject: | Customer loyalty | Customer delight | Anger | Disconfirmation of expectations | Surprise | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Emotion | Dienstleistungsqualität | Service quality | Kundenbindung | Customer retention |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JSTP-08-2015-0197 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011601104