Leveraging service recovery strategies to reduce customer churn in an emerging market
Sourav Bikash Borah, Srinivas Prakhya, Amalesh Sharma
| Year of publication: |
2020
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|---|---|
| Authors: | Borah, Sourav Bikash ; Prakhya, Srinivas ; Sharma, Amalesh |
| 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. 48.2020, 5, p. 848-868
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| Subject: | Service recovery | Emerging markets | Type of failure | Multi-methods | Schwellenländer | Emerging economies | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Dienstleistungsmarketing | Services marketing | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11747-019-00634-0 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012301271