Quantifying the dynamic effects of service recovery on customer satisfaction : evidence from Chinese mobile phone markets
Zheng Fang, Xueming Luo, and Minghua Jiang
| Year of publication: |
2013
|
|---|---|
| Authors: | Fang, Zheng ; Luo, Xueming ; Jiang, Minghua |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 16.2013, 3, p. 341-355
|
| Subject: | marketing dynamics | customer satisfaction | service recovery | VAR | Bayesian estimation | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | China | Mobiltelefon | Mobile phone | Beschwerdemanagement | Complaint management | Mobilkommunikation | Mobile communications | Beziehungsmarketing | Relationship marketing |
| 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/10009782132