Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage : critical roles of service recovery behaviors
I-An Wang, Pei-Chi Chen, Nai-Wen Chi
| Year of publication: |
2023
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| Authors: | Wang, I-An ; Chen, Pei-Chi ; Chi, Nai-Wen |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 154.2023, p. 1-17
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| Subject: | Customer mistreatment | Service failures | Service recovery behaviors | Service sabotage | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Dienstleistungssektor | Service industry | Emotion |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2022.08.037 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013468630