The nature of an apology : an experimental study on how to apologize after a service failure
Holger Roschk; Susanne Kaiser
| Year of publication: |
2013
|
|---|---|
| Authors: | Roschk, Holger ; Kaiser, Susanne |
| Published in: |
Marketing letters : a journal of research in marketing. - Dordrecht [u.a.] : Springer, ISSN 0923-0645, ZDB-ID 1031012-5. - Vol. 24.2013, 3, p. 293-309
|
| Subject: | Service recovery | Apology | Failure type | Consumer complaints | Consumer satisfaction | Complaint management | Compensation | Beschwerdemanagement | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Experiment | Beziehungsmarketing | Relationship marketing |
| 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/10009786892