How customers cope with service failure? : a study of brand reputation and customer satisfaction
Aditi Sarkar Sengupta; M. S. Balaji; Balaji C. Krishnan
| Year of publication: |
2015
|
|---|---|
| Authors: | Sarkar Sengupta, Aditi ; Balaji, M. S. ; Krishnan, Balaji C. |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 68.2015, 3, p. 665-674
|
| Subject: | Service failure | Brand reputation | Coping mechanism | Experimental design | Customer satisfaction | Airline industry | Kundenzufriedenheit | Dienstleistungsqualität | Service quality | Fluggesellschaft | Airline | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Reputation | Firmenimage | Corporate reputation | Beschwerdemanagement | Complaint management | Markenführung | Brand management |
| 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/10010496157