The effect of service failure types and service recovery on customer satisfaction : a mental accounting perspective
Shih-Chieh Chuang, Yin-Hui Cheng, Chai-Jung Chang and Shun-Wen Yang
Year of publication: |
2012
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Authors: | Chuang, Shih-chieh ; Cheng, Yin-hui ; Chang, Chai-jung ; Yang, Shun-wen |
Published in: |
The service industries journal. - Abingdon : Routledge, ISSN 0264-2069, ZDB-ID 722623-8. - Vol. 32.2012, 1/2, p. 257-271
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Subject: | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Verhaltensökonomik | Behavioral economics | Kostenanalyse | Cost analysis |
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