Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Yves Van Vaerenbergh and Arne De Keyser and Bart Larivière
| Year of publication: |
2014
|
|---|---|
| Authors: | Van Vaerenbergh, Yves ; De Keyser, Arne ; Larivière, Bart |
| Published in: |
Managing service quality : MSQ ; an international journal. - Bingley : Emerald, ISSN 0960-4529, ZDB-ID 1216397-1. - Vol. 24.2014, 1, p. 45-62
|
| Subject: | Service recovery | Cultural orientation | Hospitality industry | Invoke intentions | Service guarantees | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Gastgewerbe | Konsumentenverhalten | Consumer behaviour | Garantie | Warranty | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Kulturelle Identität | Cultural identity | Dienstleistungsmanagement | Service management | Hotellerie | Hotel industry |
| 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/10010252064