Service recovery, satisfaction and behaviour intentions : analysis of compensation and social comparison communication strategies
Rodolfo Vázquez-Casielles, Víctor Iglesias and Concepción Varela-Neira
| Year of publication: |
2012
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|---|---|
| Authors: | Vázquez Casielles, Rodolfo ; Iglesias Argüelles, Víctor ; Varela Neira, Concepción |
| Published in: |
The service industries journal. - Abingdon : Routledge, ISSN 0264-2069, ZDB-ID 722623-8. - Vol. 32.2012, 1/2, p. 83-103
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| Subject: | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Emotion | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing |
| 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://ebvufind01.dmz1.zbw.eu/10009427705