The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions
Yves Van Vaerenbergh, Bart Larivière, and Iris Vermeir
| Year of publication: |
2012
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|---|---|
| Authors: | Van Vaerenbergh, Yves ; Larivière, Bart ; Vermeir, Iris |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 15.2012, 3, p. 262-279
|
| Subject: | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Virales Marketing | Viral marketing | Dienstleistungssektor | Service industry |
| 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/10009578293