How to solve product-harm crises in retailing? : empirical insights from service recovery and negative publicity research
Dirk Standop and Guido Grunwald
| Year of publication: |
2009
|
|---|---|
| Authors: | Standop, Dirk ; Grunwald, Guido |
| Published in: |
International journal of retail & distribution management. - Bingley : Emerald Group Publishing Limited, ISSN 0959-0552, ZDB-ID 1026884-4. - Vol. 37.2009, 11, p. 915-932
|
| Subject: | Einzelhandel | Retail trade | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Krisenmanagement | Crisis management | Kundenzufriedenheit | Customer satisfaction |
| 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/10009521952