Managing service recovery experience : effects of the forgiveness for older consumers
Barry J. Babin, Weiling Zhuang, Adilson Borges
| Year of publication: |
2021
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|---|---|
| Authors: | Babin, Barry J. ; Zhuang, Weiling ; Borges, Adilson |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 58.2021, p. 1-10
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| Subject: | Service recovery | Older consumers | Forgiveness | SEM | Beschwerdemanagement | Complaint management | Ältere Menschen | Elderly people | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretconser.2020.102222 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012430649