There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure
Lama Lteif, Dan Rubin, Joan Ball, Cait Lamberton
| Year of publication: |
2023
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| Authors: | Lteif, Lama ; Rubin, Dan ; Ball, Joan P. ; Lamberton, Cait |
| Published in: |
Psychology & marketing. - New York, NY : Wiley Interscience, ISSN 1520-6793, ZDB-ID 2002068-5. - Vol. 40.2023, 9, p. 1808-1820
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| Subject: | cognitive reappraisal | emotion regulation | negative word-of-mouth | resilience | service failure | service recovery | Emotion | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Virales Marketing | Viral marketing | Coping-Strategie | Coping strategy | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Kognition | Cognition |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1002/mar.21856 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014338326