Recovery strategy for group service failures : the interaction effects between recovery modes and recovery dimensions
Yuanyuan Zhou; Minxue Huang; Alex S. L. Tsang; Nan Zhou
| Year of publication: |
2013
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|---|---|
| Authors: | Zhou, Yuanyuan ; Huang, Minxue ; Tsang, Alex S. L. ; Zhou, Nan |
| Published in: |
European journal of marketing : EJM. - Bingley : Emerald Publishing Limited, ISSN 0309-0566, ZDB-ID 189982-X. - Vol. 47.2013, 8, p. 1133-1156
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| Subject: | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Soziales Verhalten | Social behaviour | Kundenzufriedenheit | Customer satisfaction | Experiment |
| 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/10009786604