Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Jasenko Arsenovic, Bo Edvardsson, Tobias Otterbring, Bård Tronvoll
| Year of publication: |
2023
|
|---|---|
| Authors: | Arsenovic, Jasenko ; Edvardsson, Bo ; Otterbring, Tobias ; Tronvoll, Bård |
| Subject: | Bad-Mouthing Behavior | Collaboration | Compensation | Complaint Management | Service Failure | Service Recovery | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11002-021-09611-6 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10014265992