Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Arne K. Albrecht, Gianfranco Walsh, and Sharon E. Beatty
| Year of publication: |
May 2017
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|---|---|
| Authors: | Albrecht, Arne Keno ; Walsh, Gianfranco ; Beatty, Sharon E. |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 20.2017, 2, p. 188-203
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| Subject: | attribution | customer-customer interaction | customer entitlement | group service failure | individual service failure | self-serving bias | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1094670516675416 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011684846