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
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| Authors: | Li, Zongchao ; Tao, Weiting ; Wu, Linwan |
| Published in: |
International journal of business communication : IJBC ; a publication of the Association of Business Communication. - Los Angeles, Calif. : Sage, ISSN 2329-4892, ZDB-ID 2754771-1. - Vol. 60.2023, 1, p. 105-129
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| 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 |
| 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 |
Persistent link: https://www.econbiz.de/10014228978