Frontline problem-solving effectiveness : a dynamic analysis of verbal and nonverbal cues
Detelina Marinova, Sunil K. Singh, and Jagdip Singh
| Year of publication: |
April 2018
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|---|---|
| Authors: | Marinova, Detelina ; Singh, Sunil K. ; Singh, Jagdip |
| Published in: |
Journal of marketing research : JMR. - Thousand Oaks, CA : SAGE Publishing, ISSN 0022-2437, ZDB-ID 218319-5. - Vol. 55.2018, 2, p. 178-192
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| Subject: | customer satisfaction | service recovery | complaint handling | video recording | verbal/nonverbal | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1509/jmr.15.0243 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011844990