Reclaiming the future : understanding customer forgiveness of service transgressions
Yelena Tsarenko, Yuliya Strizhakova, and Cele C. Otnes
| Year of publication: |
2019
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|---|---|
| Authors: | Tsarenko, Yelena ; Strizhakova, Yuliya ; Otnes, Cele |
| Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 22.2019, 2, p. 139-155
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| Subject: | customer forgiveness | transformative services | failure | satisfaction | recovery | well-being | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1094670518802060 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012007424