The effect of service failure on customer loyalty through customer forgiveness and service recovery as mediation variables : a study on go-car in Surabaya
Year of publication: |
2022
|
---|---|
Authors: | Laili, Ivatul ; Sumiati ; Sudjatno |
Subject: | Customer Loyalty | service failure | customer forgiveness | service recovery | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service | Mobilkommunikation | Mobile communications | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Äthiopien | Ethiopia | Beziehungsmarketing | Relationship marketing |
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