Examining antecedents of reconciliation following service failure and recovery
Alexandru Radu, Jiraporn Surachartkumtonkun, Scott Weaven and Park Thaichon
| Year of publication: |
2020
|
|---|---|
| Authors: | Radu, Alexandru ; Surachartkumtonkun, Jiraporn ; Weaven, Scott ; Thaichon, Park |
| Published in: |
Journal of strategic marketing. - London : Routledge, ISSN 1466-4488, ZDB-ID 2020800-5. - Vol. 28.2020, 5, p. 417-433
|
| Subject: | Customer satisfaction with service recovery | distributive justice | interactional justice | likability | service failure and recovery | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Gerechtigkeit | Justice | Beziehungsmarketing | Relationship marketing | Verteilungsgerechtigkeit | Distributive justice |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/0965254X.2018.1518920 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012313910