How can firms stop customer revenge? : the effects of direct and indirect revenge on post-complaint responses
Yany Grégoire, Fateme Ghadami, Sandra Laporte, Sylvain Sénécal, Denis Larocque
| Year of publication: |
November 2018
|
|---|---|
| Authors: | Grégoire, Yany ; Ghadami, Fateme ; Laporte, Sandra ; Sénécal, Sylvain ; Larocque, Denis |
| Published in: |
Journal of the Academy of Marketing Science. - New York, NY : Springer Science + Business Media LLC, ISSN 0092-0703, ZDB-ID 1187865-4. - Vol. 46.2018, 6, p. 1052-1071
|
| Subject: | Customer revenge | Public exposure | Justice theory | Negative affect | Brand transgression | Service failure | Service recovery | Post-complaint responses | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11747-018-0597-2 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011951624