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
Authors:	Mesquita, José Marcos Carvalho de ; Shin, Hyunju ; Urdan, André Torres ; Campos, Pimenta, Marco Tulio
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://ebvufind01.dmz1.zbw.eu/10014342175