The influence of the source and valence of word-of-mouth information on post-failure and post-recovery evaluations

Ronald L. Hess Jr., Lawrence Ring

Year of publication:	June 2016
Authors:	Hess, Ronald L. <Jr.> ; Ring, Lawrence
Subject:	Service failure \| Service recovery \| WOM \| eWOM \| Satisfaction \| Trust \| Dienstleistungsqualität \| Service quality \| Virales Marketing \| Viral marketing \| Kundenzufriedenheit \| Customer satisfaction \| Beschwerdemanagement \| Complaint management \| Vertrauen \| Confidence \| Konsumentenverhalten \| Consumer behaviour

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