Group service recovery strategies effectiveness : the moderating effects of group size and relational distance
Yuanyuan Zhou; Alex S. L. Tsang; Minxue Huang; Nan Zhou
| Year of publication: |
2014
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|---|---|
| Authors: | Zhou, Yuanyuan ; Tsang, Alex S. L. ; Huang, Minxue ; Zhou, Nan |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 67.2014, 11, p. 2480-2485
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| Subject: | Social impact theory | Service recovery | Service failure | Social distance | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Soziale Beziehungen | Social relations | Kundenservice | Customer service |
| 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/10010402748