Group emotional contagion and complaint intentions in group service failure : the role of group size and group familiarity
Jiangang Du, Xiucheng Fan, and Tianjun Feng
| Year of publication: |
2014
|
|---|---|
| Authors: | Du, Jiangang ; Fan, Xiucheng ; Feng, Tianjun |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 17.2014, 3, p. 326-338
|
| Subject: | group service failure | group emotional contagion | anger | complaint intention | Emotion | Beschwerdemanagement | Complaint management | Arbeitsgruppe | Team | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Soziale Gruppe | Social group | Gruppenentscheidung | Group decision-making | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Kollektives Handeln | Collective action |
| Extent: | Ill., 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/10010393227