How small service failures drive customer defection : introducing the concept of microfailures
Sean Sands, Colin Campbell, Lois Shedd, Carla Ferraro, Alexis Mavrommatis
| Year of publication: |
2020
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|---|---|
| Authors: | Sands, Sean ; Campbell, Colin L. ; Shedd, Lois ; Ferraro, Carla ; Mavrommatis, Alexis |
| Published in: |
Business horizons. - Amsterdam : Elsevier, ISSN 0007-6813, ZDB-ID 222663-7. - Vol. 63.2020, 4, p. 573-584
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| Subject: | Customer defection | Customer relations | Microfailures | Reputation management | Service failure | Service recovery | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Firmenimage | Corporate reputation | Kundenservice | Customer service | Lieferantenmanagement | Supplier relationship management |
| Description of contents: | Description [doi.org] |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Notes: | Corrigendum enthalten in: Volume 64, Issue 4, July/August 2020, Seite 563 |
| Other identifiers: | 10.1016/j.bushor.2020.03.014 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10012287580