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
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

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