Guilt no longer a sin : the effect of guilt in the service recovery paradox
Yin-Hui Cheng; Chia-Jung Chang; Shih-Chieh Chuang and Ya-Wei Liao
| Year of publication: |
2015
|
|---|---|
| Authors: | Cheng, Yin-Hui ; Chang, Chia-Jung ; Chuang, Shih-Chieh ; Liao, Ya-Wei |
| Published in: |
Journal of service theory and practice : JSTP. - Bingley : Emerald, ISSN 2055-6225, ZDB-ID 2819789-6. - Vol. 25.2015, 6, p. 836-853
|
| Subject: | Service failure | Service recovery | Guilt | Service recovery paradox | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Emotion | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour |
| 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://ebvufind01.dmz1.zbw.eu/10011392444