How a firm's best versus normal customers react to compensation after a service failure
Katja Gelbrich, Jana Gäthke, Yany Grégoire
| Year of publication: |
October 2016
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|---|---|
| Authors: | Gelbrich, Katja ; Gäthke, Jana ; Grégoire, Yany |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 69.2016, 10, p. 4331-4339
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| Subject: | Compensation | Relationship quality | Transaction-specific and overall satisfaction | Nonlinear curve progression | Service recovery | Reciprocity | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2016.04.010 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011554578