Is service recovery of equal importance for private vs public complainers?
Mathieu Béal, Anshu Suri, Nguyen Nguyen, Yany Grégoire, Sylvain Sénécal
| Year of publication: |
2022
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|---|---|
| Authors: | Béal, Mathieu ; Suri, Anshu ; Nguyen, Nguyen ; Grégoire, Yany ; Sénécal, Sylvain |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 153.2022, p. 392-400
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| Subject: | Justice theory | Observers | Public exposure | Service failure | Service recovery | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Gerechtigkeit | Justice | Öffentliche Dienstleistung | Public services | Privatisierung | Privatization | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2022.08.049 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013534061