Retaining customers after service failure recoveries : a contingency model
Kai-Yu Wang; Li-Chun Hsu; Wen-Hai Chih
| Year of publication: |
2014
|
|---|---|
| Authors: | Wang, Kai-yu ; Hsu, Li-chun ; Chih, Wen-hai |
| Published in: |
Managing service quality : MSQ ; an international journal. - Bingley : Emerald, ISSN 0960-4529, ZDB-ID 1216397-1. - Vol. 24.2014, 4, p. 318-338
|
| Subject: | Purchase behavior | Purchase intentions | Relationship quality | Service recovery satisfaction | Switching costs | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Wechselverhalten | Switching behaviour | Kundenservice | Customer service |
| 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/10010389695