Service quality : the impact of frequency, timing, proximity, and sequence of failures and delights
K. Sivakumar, Mei Li, & Beibei Dong
| Year of publication: |
2014
|
|---|---|
| Authors: | Sivakumar, K. ; Li, Mei ; Dong, Beibei |
| Published in: |
Journal of marketing. - Thousand Oaks, CA : Sage Publishing, ISSN 0022-2429, ZDB-ID 218318-3. - Vol. 78.2014, 1, p. 41-58
|
| Subject: | service quality | service failure | service delight | prospect theory | mental accounting | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Prospect Theory | Prospect theory | Konsumentenverhalten | Consumer behaviour |
| 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/10010250081