Moments of sorrow and joy : An empirical assessment of the complementary value of critical incidents in understanding customer service evaluations
Year of publication: |
2000
|
---|---|
Authors: | Odekerken‐Schröder, Gaby ; van Birgelen, Marcel ; Lemmink, Jos ; de Ruyter, Ko ; Wetzels, Martin |
Published in: |
European Journal of Marketing. - MCB UP Ltd, ISSN 1758-7123, ZDB-ID 2002936-6. - Vol. 34.2000, 1/2, p. 107-125
|
Publisher: |
MCB UP Ltd |
Subject: | Services marketing | Service quality | Trust | Customer satisfaction | After‐sales service |
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