Spirals of distrust vs spirals of trust in retail customer service : consumers as victims or allies
Year of publication: |
2010
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Authors: | Friend, Lorraine A. ; Costley, Carolyn L. ; Brown, Charis |
Published in: |
The journal of services marketing. - Bingley : Emerald Group Publishing Limited, ISSN 0887-6045, ZDB-ID 1027140-5. - Vol. 24.2010, 6, p. 458-467
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Subject: | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Vertrauen | Confidence | Ladendiebstahl | Shoplifting | Narrative Methode | Narrative method |
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