The entitlement/forgiveness conflict of self-relevant and self-neutral relationships during service failure and recovery
Jeremy S. Wolter, Todd J. Bacile, Jeffery S. Smith, Michael Giebelhausen
| Year of publication: |
2019
|
|---|---|
| Authors: | Wolter, Jeremy S. ; Bacile, Todd J. ; Smith, Jeffery S. ; Giebelhausen, Michael |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 104.2019, p. 233-246
|
| Subject: | Consumer-brand identification | Self-brand connection | Customer entitlement | Customer forgiveness | Service failure | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Emotion |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2019.07.008 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012105015