The influence of empathy in complaint handling : evidence of gratitudinal and transactional routes to loyalty
Françoise Simon
| Year of publication: |
2013
|
|---|---|
| Authors: | Simon, Françoise |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 20.2013, 6, p. 599-608
|
| Subject: | Complaint | Gratitude | Satisfaction | Reciprocity | Empathy | Online | Emotion | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Austauschtheorie | Social exchange theory | Online-Handel | Online retailing | Dienstleistungsqualität | Service quality | Arbeitszufriedenheit | Job satisfaction |
| 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/10010128294