Demystifying the impact of service recovery strategies : evidence from healthcare and telecom sectors
Amit Shankar, Shalini Talwar, Nazrul Islam, Safiya Mukhtar Alshibani, and Piyush Sharma
| Year of publication: |
2024
|
|---|---|
| Authors: | Shankar, Amit ; Talwar, Shalini ; Islam, Nazrul ; Alshibani, Safiya Mukhtar ; Sharma, Piyush |
| Published in: |
IEEE transactions on engineering management : EM ; a publication of the IEEE Engineering Management Society. - New York, NY : IEEE, ISSN 1558-0040, ZDB-ID 2021741-9. - Vol. 71.2024, p. 6649-6661
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| Subject: | Exoneration | negative word-of-mouth | repeat patronage | resentment | service failure | service recovery strategies | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Virales Marketing | Viral marketing | Telekommunikationssektor | Telecommunications industry | Gesundheitsversorgung | Health care | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1109/TEM.2023.3285152 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015412923