The benefit of becoming friends : complaining after service failures leads customers with strong ties to increase loyalty
Nita Umashankar, Morgan K. Ward, & Darren W. Dahl
| Year of publication: |
November 2017
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|---|---|
| Authors: | Umashankar, Nita ; Ward, Morgan K. ; Dahl, Darren W. |
| Published in: |
Journal of marketing. - Thousand Oaks, CA : Sage Publishing, ISSN 0022-2429, ZDB-ID 218318-3. - Vol. 81.2017, 6, p. 79-98
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| Subject: | tie strength | relationship marketing | service failure | complaining | loyalty | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1509/jm.16.0125 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011776897