Measuring the intention-behavior gap in service failure and recovery : the moderating roles of failure severity and service recovery satisfaction
Jose Marcos Carvalho de Mesquita, Hyunju Shin, Andre Torres Urdan and Marco Tulio Campos Pimenta
| Year of publication: |
2023
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|---|---|
| Authors: | Mesquita, José Marcos Carvalho de ; Shin, Hyunju ; Urdan, André Torres ; Campos, Pimenta, Marco Tulio |
| Published in: |
European journal of marketing. - Bradford : Emerald, ISSN 1758-7123, ZDB-ID 2002936-6. - Vol. 57.2023, 7, p. 1826-1853
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| Subject: | Complaint satisfaction | Customer exit | Failure severity | Intention-behavior gap | Service recovery satisfaction | Switching intention | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/EJM-03-2022-0235 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014342175