Giving back the "self" in self service : customer preferences in self-service failure recovery
Joel E. Collier, Michael Breazeale, and Allyn White
| Year of publication: |
2017
|
|---|---|
| Authors: | Collier, Joel E. ; Breazeale, Michael ; White, Allyn |
| Published in: |
The journal of services marketing. - Bingley : Emerald Group Publishing Limited, ISSN 0887-6045, ZDB-ID 1027140-5. - Vol. 31.2017, 6, p. 604-617
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| Subject: | Service recovery | Self-service technology | Customer waiting | Self-monitoring | Selbstbedienung | Self-service | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JSM-07-2016-0259 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011801633