Investigating the role of customer forgiveness following a double deviation
Cheng-Yu Lin and En-Yi Chou
| Year of publication: |
2022
|
|---|---|
| Authors: | Lin, Cheng-Yu ; Chou, En-Yi |
| Published in: |
The journal of services marketing. - Bradford : Emerald, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 36.2022, 8, p. 1042-1057
|
| Subject: | Customer forgiveness | Postrecovery customer complaints | Service recovery dissatisfaction | The stress and coping theory | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Coping-Strategie | Coping strategy | Stress | Work stress | Emotion | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JSM-04-2021-0112 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013410768