Does delaying service-failure resolution ever make sense?
Yuanyuan Zhou; Alex S. L. Tsang; Minxue Huang; Nan Zhou
| Year of publication: |
2014
|
|---|---|
| Authors: | Zhou, Yuanyuan ; Tsang, Alex S. L. ; Huang, Minxue ; Zhou, Nan |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 67.2014, 2, p. 159-166
|
| Subject: | Service marketing | Service failure | Service recovery | Delaying resolution | Immediate resolution | Service separation | Dienstleistungsqualität | Service quality | Dienstleistungsmarketing | Services marketing | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Dienstleistungssektor | Service industry |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10010238358