The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Riza Casidy; Hyunju Shin
| Year of publication: |
2015
|
|---|---|
| Authors: | Casidy, Riza ; Shin, Hyunju |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 27.2015, p. 103-112
|
| Subject: | Service recovery | Forgiveness | Word-of-mouth | Service failure | Compensation | Justice theories | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Virales Marketing | Viral marketing | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Gerechtigkeit | Justice |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011388094