Don't try harder : using customer inoculation to build resistance against service failures
Sven Mikolon; Benjamin Quaiser; Jan Wieseke
| Year of publication: |
2015
|
|---|---|
| Authors: | Mikolon, Sven ; Quaiser, Benjamin ; Wieseke, Jan |
| Published in: |
Journal of the Academy of Marketing Science. - New York, NY : Springer Science + Business Media LLC, ISSN 0092-0703, ZDB-ID 1187865-4. - Vol. 43.2015, 4, p. 512-527
|
| Subject: | Customer inoculation | Customer satisfaction | Services marketing | Service failure | Kundenzufriedenheit | Dienstleistungsqualität | Service quality | Dienstleistungsmarketing | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management |
| 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/10011306301