Customers' emotion regulation strategies in service failure encounters
M.S. Balaji, Sanjit Kumar Roy and Ali Quazi
| Year of publication: |
2017
|
|---|---|
| Authors: | Balaji, M. S. ; Roy, Sanjit ; Quazi, Ali |
| Published in: |
European journal of marketing : EJM. - Bingley : Emerald Publishing Limited, ISSN 0309-0566, ZDB-ID 189982-X. - Vol. 51.2017, 5/6, p. 960-982
|
| Subject: | Service failure | Emotions | Customer satisfaction | Emotion regulation | Negative word-of-mouth | Perceived injustice | Emotion | Kundenzufriedenheit | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Virales Marketing | Viral marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/EJM-03-2015-0169 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011708773