How customers cope with service failure? : a study of brand reputation and customer satisfaction
Year of publication: |
2015
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Authors: | Sengupta, Aditi Sarkar ; 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
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Subject: | Service failure | Brand reputation | Coping mechanism | Experimental design | Customer satisfaction | Airline industry | Kundenzufriedenheit | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Firmenimage | Corporate reputation | Reputation | Fluggesellschaft | Airline | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Markenimage | Brand image |
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