The influence of customer participation on service failure perceptions
Erdogan Koc, Metin Ulukoy, Recep Kilic, Sedat Yumusak and Reyhan Bahar
| Year of publication: |
March-April 2017
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| Authors: | Koc, Erdogan ; Ulukoy, Metin ; Kilic, Recep ; Yumusak, Sedat ; Bahar, Reyhan |
| Published in: |
Total quality management & business excellence. - Abingdon, Oxfordshire : Routledge, ISSN 1478-3363, ZDB-ID 2101779-7. - Vol. 28.2017, 3/4, p. 390-404
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| Subject: | service failure | customer participation | customer co-production | hospitality | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Krankenhaus | Hospital | Kundenintegration | Customer integration |
| Type of publication: | Article |
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| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/14783363.2015.1090290 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011723681