Is high recovery more effective than expected recovery in addressing service failure? : a moral judgment perspective
Year of publication: |
January 2018
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Authors: | Chen, Tong ; Ma, Ke ; Bian, Xuemei ; Zheng, Chundong ; Devlin, James |
Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 82.2018, p. 1-9
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Subject: | Service failure | Moral judgment | Recovery magnitude | Expected recovery | High recovery | Recovery performance | Konjunktur | Business cycle | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction |
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