The relative impact of gratitude and transactional satisfaction on post-complaint consumer response
Françoise Simon; Vesselina Tossan; Chantal Connan Guesquière
| Year of publication: |
2015
|
|---|---|
| Authors: | Simon, Françoise ; Tossan, Vesselina ; Connan Guesquière, Chantal |
| Published in: |
Marketing letters : a journal of research in marketing. - Dordrecht [u.a.] : Springer, ISSN 0923-0645, ZDB-ID 1031012-5. - Vol. 26.2015, 2, p. 153-164
|
| Subject: | Service recovery | Gratitude | Satisfaction | Purchase intent | Word-of-mouth intent | Pre-existing brand attitude | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Virales Marketing | Viral marketing | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Arbeitszufriedenheit | Job satisfaction | Markenimage | Brand image | Emotion | 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/10011339364