Fix it or leave it? : customer recovery from self-service technology failures
Zhen Zhu; Cheryl Nakata; K. Sivakumar; Dhruv Grewal
| Year of publication: |
2013
|
|---|---|
| Authors: | Zhu, Zhen ; Nakata, Cheryl ; Sivakumar, K. ; Grewal, Dhruv |
| Published in: |
Journal of retailing. - New York, NY [u.a.] : Elsevier, ISSN 0022-4359, ZDB-ID 410802-4. - Vol. 89.2013, 1, p. 15-29
|
| Subject: | Selbstbedienung | Self-service | Beschwerdemanagement | Complaint management | Erwartungsbildung | Expectation formation | Kundenzufriedenheit | Customer satisfaction |
| 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/10009732748