One firm’s loss is another’s gain : capitalizing on other firms’ service failures
Alexis M. Allen; Michael K. Brady; Stacey G. Robinson; Clay M. Voorhees
| Year of publication: |
2015
|
|---|---|
| Authors: | Allen, Alexis M. ; Brady, Michael K. ; Robinson, Stacey G. ; Voorhees, Clay M. |
| Published in: |
Journal of the Academy of Marketing Science. - New York, NY : Springer Science + Business Media LLC, ISSN 0092-0703, ZDB-ID 1187865-4. - Vol. 43.2015, 5, p. 648-662
|
| Subject: | External service recovery | Service failure | Spillover | Satisfaction | Service recovery paradox | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Dienstleistungssektor | Service industry | Spillover-Effekt | Spillover effect | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011340264