The price of good friendships : examining the roles of relationship norms and perceived controllability in service failure encounters

Zongchao Cathy Li, Weiting Tao, and Linwan Wu

Year of publication:	2023
Authors:	Li, Zongchao ; Tao, Weiting ; Wu, Linwan
Subject:	communal relationships \| controllability \| exchange relationships \| organizational-public relationships \| service failure \| Beziehungsmarketing \| Relationship marketing \| Dienstleistungsqualität \| Service quality \| Lieferantenmanagement \| Supplier relationship management \| Soziale Beziehungen \| Social relations \| Beschwerdemanagement \| Complaint management \| Kundenzufriedenheit \| Customer satisfaction \| Vertrauen \| Confidence \| Konsumentenverhalten \| Consumer behaviour

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Type of publication:	Article
Type of publication (narrower categories):	Aufsatz in Zeitschrift ; Article in journal
Language:	English
Other identifiers:	10.1177/2329488420907119 [DOI]
Source:	ECONIS - Online Catalogue of the ZBW

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