No laughing matter, or a secret weapon? : exploring the effect of humor in service failure situations
Sarah Kobel, Andrea Groeppel-Klein
| Year of publication: |
2021
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|---|---|
| Authors: | Kobel, Sarah ; Gröppel-Klein, Andrea |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 132.2021, p. 260-269
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| Subject: | Humor | Leniency | Relief | Service encounter | Service failure | Service recovery | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Dienstleistungssektor | Service industry |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2021.04.034 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012581605