The impact of service failure and recovery on target and observing customers : a comparative study
Seyed Shahin Sharifi, Mauricio Palmeira, Junzhao Ma and Gerri Spassova
| Year of publication: |
November-December 2017
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| Authors: | Sharifi, Seyed Shahin ; Palmeira, Mauricio ; Ma, Junzhao ; Spassova, Gerri |
| Published in: |
Journal of hospitality marketing & management. - Philadelphia, Pa. : Taylor & Francis, ISSN 1936-8623, ZDB-ID 2493700-9. - Vol. 26.2017, 8, p. 889-910
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| Subject: | Observers | service failure | service recovery | targets | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Zielgruppe | Target group | Beziehungsmarketing | Relationship marketing | Dienstleistungssektor | Service industry |
| Type of publication: | Article |
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| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/19368623.2017.1337538 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011784161