Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Year of publication: |
2020
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Authors: | Kim, Youngsun Sean ; Baker, Melissa A. |
Published in: |
Journal of hospitality marketing & management. - London [u.a.] : Routledge, Taylor and Francis Group, ISSN 1936-8631, ZDB-ID 2486892-9. - Vol. 29.2020, 6, p. 682-701
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Subject: | customer loyalty | other customer | service experience | service failure | service recovery | social servicescape | Tie strength | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Äthiopien | Ethiopia | Kundenzufriedenheit | Customer satisfaction |
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