Silent voices : nonbehavioral reactions to service failures
Year of publication: |
2015
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Authors: | Ro, Heejung ; Mattila, Anna S. |
Published in: |
Services marketing quarterly. - New York, NY : Haworth Press, ISSN 1533-2969, ZDB-ID 2050792-6. - Vol. 36.2015, 2, p. 95-111
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Subject: | loyalty | complaining behavior | neglect | noncomplainers | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing |
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