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
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
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

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