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 |
| Published in: |
Journal of hospitality marketing & management. - London [u.a.] : Routledge, Taylor and Francis Group, ISSN 1936-8631, ZDB-ID 2486892-9. - Vol. 29.2020, 1, p. 65-87
|
| Subject: | Behavior intention | customer participation | perceived control | satisfaction | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service |
| 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