Frontline problem-solving effectiveness : a dynamic analysis of verbal and nonverbal cues
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
|
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 |
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