Customer rage back-story : linking needs-based cognitive appraisal to service failure type
Jiraporn Surachartkumtonkun; Paul G. Patterson; Janet R. McColl-Kennedy
| Year of publication: |
2013
|
|---|---|
| Authors: | Surachartkumtonkun, Jiraporn ; Patterson, Paul G. ; McColl-Kennedy, Janet R. |
| Published in: |
Journal of retailing. - New York, NY [u.a.] : Elsevier, ISSN 0022-4359, ZDB-ID 410802-4. - Vol. 89.2013, 1, p. 72-87
|
| Subject: | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Selbstevaluation | Self-assessment | Konsumentenverhalten | Consumer behaviour | Kulturelle Identität | Cultural identity | Thailand | USA | United States |
| 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/10009732740