Does the nature of the relationship really matter? : an analysis of the roles of loyalty and involvement in service recovery processes

Jesus Cambra-Fierro; Iguácel Melero-Polo; Javier Sese

Year of publication:	2015
Authors:	Cambra-Fierro, Jesus ; Melero-Polo, Iguácel ; Sese, Javier
Subject:	Service recovery \| Satisfaction \| Loyalty \| Involvement \| Mobile phone industry \| Beziehungsmarketing \| Relationship marketing \| Kundenzufriedenheit \| Customer satisfaction \| Dienstleistungsqualität \| Service quality \| Mobiltelefon \| Mobile phone \| Beschwerdemanagement \| Complaint management \| Konsumentenverhalten \| Consumer behaviour \| Mobilkommunikation \| Mobile communications

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