Service failure magnitude and paradox : a banking perspective
Shuchi Singhal; Anupam Krishna; Davis Lazarus
| Year of publication: |
2013
|
|---|---|
| Authors: | Singhal, Shuchi ; Krishna, Anupam ; Lazarus, Davis |
| Published in: |
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction. - Binghamton, NY : Haworth Press, ISSN 1533-2667, ZDB-ID 2126179-9. - Vol. 12.2013, 3, p. 191-203
|
| Subject: | banking industry | customer satisfaction | failure magnitude | frequency of losses | paradox | service failure | service recovery | service recovery paradox grid | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Bank | Beziehungsmarketing | Relationship marketing | Bankinsolvenz | Bank failure | 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/10010209887