Perceived justice of service recovery strategies : impact on customer satisfaction and quality relationship
Rodolfo Vázquez-Casielles and Leticia Suárez Álvarez; Ana Maria Díaz Martín
| Year of publication: |
2010
|
|---|---|
| Authors: | Vázquez Casielles, Rodolfo ; Álvarez, Leticia Suárez ; Martín, Ana Maria Díaz |
| Published in: |
Psychology & marketing. - Hoboken, NJ : Wiley Blackwell, ISSN 0742-6046, ZDB-ID 226933-8. - Vol. 27.2010, 5, p. 487-509
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| Subject: | Dienstleistung | Services | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Gerechtigkeit | Justice | Telekommunikationssektor | Telecommunications industry | Spanien | Spain |
| 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/10003972422