The roles of justice and customer satisfaction in customer retention : a lesson from service recovery
Noel Yee-Man Siu; Tracy Jun-Fheng Zhang; Cheuk-Ying Jackie Yau
| Year of publication: |
2013
|
|---|---|
| Authors: | Siu, Noel Yee-Man ; Zhang, Tracy Jun-Fheng ; Yau, Cheuk-Ying Jackie |
| Published in: |
Journal of business ethics : JOBE. - Dordrecht : Springer, ISSN 0167-4544, ZDB-ID 868017-6. - Vol. 114.2013, 4, p. 675-686
|
| Subject: | service recovery | justice | prior satisfaction | post-recovery satisfaction | restaurants | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Gastronomie | Restaurant industry | Gerechtigkeit | Justice | Arbeitszufriedenheit | Job satisfaction | 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/10009776404