Relationship outcomes following a service failure : the role of agent likability
Alexandru Radu, Sara Quach, Park Thaichon, Jiraporn Surachartkumtonkun and Scott Weaven
| Year of publication: |
2023
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|---|---|
| Authors: | Radu, Alexandru ; Quach, Sara ; Thaichon, Park ; Surachartkumtonkun, Jiraporn ; Weaven, Scott |
| Published in: |
Asia Pacific journal of marketing and logistics. - [Erscheinungsort nicht ermittelbar] : Proquest, ISSN 1758-4248, ZDB-ID 2037486-0. - Vol. 35.2023, 2, p. 364-379
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| Subject: | Apology | Empathy | Likeability | Reconciliation | Service failure severity | Service recovery justice | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Emotion | Kundenzufriedenheit | Customer satisfaction | Gerechtigkeit | Justice |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/APJML-07-2021-0510 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013553058