Mitigating the negative effects of service failure through customer identification
Jiaqi (Flora) Song, Jiexian (Chloe) Huang, Yuwei Jiang
| Year of publication: |
2022
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|---|---|
| Authors: | Song, Jiaqi ; Huang, Jiexian ; Jiang, Yuwei |
| Published in: |
Psychology & marketing. - New York, NY : Wiley Interscience, ISSN 1520-6793, ZDB-ID 2002068-5. - Vol. 39.2022, 4, p. 715-725
|
| Subject: | customer identification | dehumanization | dissatisfaction | individuation | numerical identification | service failures | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1002/mar.21615 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013165429