Timing of apology after service failure : the moderating role of future interaction expectation on customer satisfaction
Kyeong Sam Min, Jae Min Jung, Kisang Ryu, Curtis Haugtvedt, Sathiadev Mahesh, John Overton
| Year of publication: |
2020
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|---|---|
| Authors: | Min, Kyeong Sam ; Jung, Jae Min ; Ryu, Kisang ; Haugtvedt, Curtis P. ; Mahesh, Sathiadev ; Overton, John |
| Published in: |
Marketing letters : a journal of research in marketing. - New York, NY : Springer Science + Business Media B.V, ISSN 1573-059X, ZDB-ID 1478939-5. - Vol. 31.2020, 2/3, p. 217-230
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| Subject: | Apology | Timing | Service failure and recovery | Customer satisfaction | Kundenzufriedenheit | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11002-020-09522-y [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012301456