The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions
Dan Jin, Robin B. DiPietro and Alei Fan
| Year of publication: |
2020
|
|---|---|
| Authors: | Jin, Dan ; DiPietro, Robin B. ; Fan, Alei |
| Subject: | Behavior intention | customer participation | perceived control | satisfaction | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/19368623.2019.1602095 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012256118