Employing proactive interaction for service failure prevention to improve customer service experiences
Hyunju Shin and Alexander E. Ellinger, David L. Mothersbaugh and Kristy E. Reynolds
| Year of publication: |
2017
|
|---|---|
| Authors: | Shin, Hyunju ; Ellinger, Alexander E. ; Mothersbaugh, David L. ; Reynolds, Kristy E. |
| Published in: |
Journal of service theory and practice : JSTP. - Bingley : Emerald, ISSN 2055-6225, ZDB-ID 2819789-6. - Vol. 27.2017, 1, p. 164-186
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| Subject: | Proactivity | Service recovery | Service failure | Proactive service | Reactive service | Service failure prevention | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Dienstleistungssektor | Service industry | Dienstleistung | Services | Dienstleistungsmarketing | Services marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JSTP-07-2015-0161 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011602742