The role of customer forgiveness and perceived justice in restoring relationships with customers
Andreawan Honora, Kai-Yu Wang, Wen-Hai Chih
| Year of publication: |
2024
|
|---|---|
| Authors: | Andreawan Honora ; Wang, Kai-Yu ; Chih, Wen-Hai |
| Published in: |
Service business. - Berlin : Springer, ISSN 1862-8508, ZDB-ID 2279938-2. - Vol. 18.2024, 3/4, p. 363-393
|
| Subject: | Avoidance | Customer forgiveness | Perceived justice | Reconciliation | Service failure severity | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Gerechtigkeit | Justice | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11628-024-00563-1 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015178560