Customers' emotions in service failure and recovery : a meta-analysis
Sara Valentini, Chiara Orsingher, Alexandra Polyakova
| Year of publication: |
2020
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|---|---|
| Authors: | Valentini, Sara ; Orsingher, Chiara ; Polyakova, Alexandra |
| Published in: |
Marketing letters : a journal of research in marketing. - New York, NY : Springer Science + Business Media B.V, ISSN 1573-059X, ZDB-ID 1478939-5. - Vol. 31.2020, 2/3, p. 199-216
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| Subject: | Meta-analysis | Complaint handling | Emotions | Service failure | Service recovery | Satisfaction with complaint handling | Beschwerdemanagement | Complaint management | Emotion | Dienstleistungsqualität | Service quality | Meta-Analyse | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11002-020-09517-9 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012301451