Powerlessness following service failure and its implications for service recovery
Jimmy Wong, Joshua D. Newton, Fiona J. Newton
| Year of publication: |
March 2016
|
|---|---|
| Authors: | Wong, Jimmy ; Newton, Joshua D. ; Newton, Fiona J. |
| Published in: |
Marketing letters : a journal of research in marketing. - Dordrecht [u.a.] : Springer, ISSN 0923-0645, ZDB-ID 1031012-5. - Vol. 27.2016, 1, p. 63-75
|
| Subject: | Situational power | Dispositional power motivation | Service failure | Service recovery | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Dienstleistungssektor | Service industry | Emotion |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11002-014-9303-4 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011444023