The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Arne K. Albrecht, Tobias Schaefers, Gianfranco Walsh, and Sharon E. Beatty
| Year of publication: |
2019
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|---|---|
| Authors: | Albrecht, Arne Keno ; Schäfers, Tobias ; Walsh, Gianfranco ; Beatty, Sharon E. |
| Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 22.2019, 1, p. 60-74
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| Subject: | compensation | individual service recovery | group service failure | group service recovery | other customer influence | social comparison | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Arbeitsgruppe | Team | Soziale Gruppe | Social group |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1094670518802059 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012005769