The unintended consequence of price-based service recovery incentives
Vamsi K. Kanuri and Michelle Andrews
| Year of publication: |
2019
|
|---|---|
| Authors: | Kanuri, Vamsi K. ; Andrews, Michelle |
| Published in: |
Journal of marketing. - Thousand Oaks, CA : Sage Publishing, ISSN 1547-7185, ZDB-ID 2052318-X. - Vol. 83.2019, 5, p. 57-77
|
| Subject: | contractual relationships | customer complaints | service failure | service recovery incentives | subscription services | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Konsumentenverhalten | Consumer behaviour | Dienstleistungssektor | Service industry | Anreiz | Incentives | Leistungsanreiz | Performance incentive |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/0022242919859325 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012176134