Profiling service failure and customer online complaint motives in the case of single failure and double deviation
Poh Theng Loo, Huey Chern Boo, Catheryn Khoo-Lattimore
| Year of publication: |
2013
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|---|---|
| Authors: | Poh Theng Loo ; Huey Chern Boo ; Khoo-Lattimore, Catheryn |
| Published in: |
Journal of hospitality marketing & management. - Philadelphia, Pa. : Taylor & Francis, ISSN 1936-8623, ZDB-ID 2493700-9. - Vol. 22.2013, 7/8, p. 728-751
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| Subject: | service failure | double deviation | content analysis | online complaint | complaint motive | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour |
| 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/10010241587