The positive effects of customers’ power on their behavioral responses after service failure
Agung Sembada, Yelena Tsarenko, and Dewi Tojib
| Year of publication: |
August 2016
|
|---|---|
| Authors: | Sembada, Agung ; Tsarenko, Yelena ; Tojib, Dewi |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 19.2016, 3, p. 337-351
|
| Subject: | customer power | service failure severity | revenge | compensation | cognitive appraisal | double deviation | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1094670516645188 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011665459