Individual differences in perceptions of service failure and recovery : the role of race and discriminatory bias
Thomas L. Baker; Tracy Meyer; James D. Johnson
| Year of publication: |
2008
|
|---|---|
| Authors: | Baker, Thomas L. ; Meyer, Tracy ; Johnson, James D. |
| 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. 36.2008, 4, p. 552-564
|
| Subject: | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Ethnische Diskriminierung | Ethnic discrimination | Wahrnehmung | Perception |
| Extent: | Ill. |
|---|---|
| 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/10003800598