Do customers exhibit gratitude after service recovery? : understanding the moderating role of relationship type
Ramakrishna Salagrama, Sanjeev Prashar, T. Sai Vijay
| Year of publication: |
2021
|
|---|---|
| Authors: | Salagrama, Ramakrishna ; Prashar, Sanjeev ; Tata, Sai Vijay |
| Published in: |
Service business. - Berlin : Springer, ISSN 1862-8508, ZDB-ID 2279938-2. - Vol. 15.2021, 4, p. 757-779
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| Subject: | Gratitude | Cognitive appraisal theory | Exchange relationship | Communal relationship | Outcome desirability | Perceived employee effort | Beziehungsmarketing | Relationship marketing | Lieferantenmanagement | Supplier relationship management | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kognition | Cognition | Konsumentenverhalten | Consumer behaviour | Austauschtheorie | Social exchange theory | Arbeitsverhalten | Work behaviour |
| Description of contents: | Description [doi.org] |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11628-021-00468-3 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012794134