The road to recovery : overcoming service failures through positive emotions
Matthew M. Lastner, Judith Anne Garretson Folse, Stephanie M. Mangus, Patrick Fennell
| Year of publication: |
October 2016
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| Authors: | Lastner, Matthew M. ; Folse, Judith Anne Garretson ; Mangus, Stephanie M. ; Fennell, Patrick |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 69.2016, 10, p. 4278-4286
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| Subject: | Appraisal theory | Gratitude | Pride | Satisfaction | Service recovery | Emotion | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Arbeitszufriedenheit | Job satisfaction | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2016.04.002 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011554157