Satisfaction with service recovery : moderating effect of age in word-of-mouth
Beatriz Moliner-Velázquez, María-Eugenia Ruiz-Molina and Teresa Fayos-Gardó (Department of Market Research, Universidad de Valencia, Valencia, Spain)
| Year of publication: |
2015
|
|---|---|
| Authors: | Moliner-Velázquez, Beatriz ; Ruiz-Molina, María-Eugenia ; Fayos-Gardó, Teresa |
| Published in: |
The journal of consumer marketing. - Bingley : Emerald Publishing Limited, ISSN 0736-3761, ZDB-ID 630151-4. - Vol. 32.2015, 6, p. 470-484
|
| Subject: | Loyalty | Satisfaction | Service recovery | Attributions | Retailing | Word-of-mouth | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Virales Marketing | Viral marketing | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Zufriedenheit | Einzelhandel | Retail trade | Arbeitszufriedenheit | Job satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JCM-12-2014-1251 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011485855