The effect of service failure on customer loyalty through customer forgiveness and service recovery as mediation variables : a study on go-car in Surabaya
Ivatul Laili, Sumiati, Sudjatno
| Year of publication: |
2022
|
|---|---|
| Authors: | Laili, Ivatul ; Sumiati ; Sudjatno |
| Subject: | Customer Loyalty | service failure | customer forgiveness | service recovery | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service |
freely available
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.20525/ijrbs.v11i4.1792 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013397528