The role of personality characteristics and service failure severity in sonsumer forgiveness and service autcomes
Yelena Tsarenko; Dewi Tojib
| Year of publication: |
2012
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|---|---|
| Authors: | Tsarenko, Yelena ; Tojib, Dewi |
| Published in: |
Journal of marketing management : MM. - Abingdon : Routledge, Taylor & Francis Group, ISSN 0267-257X, ZDB-ID 645971-7. - Vol. 28.2012, 9/10, p. 1217-1239
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| Subject: | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Intelligenz | Intelligence | Ethik | Ethics | Marketingmanagement | Marketing management |
| 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/10009615184