Too good to be true? : boundary conditions to the use of downward social comparisons in service recovery
Paolo Antonetti, Benedetta Crisafulli, and Stan Maklan
| Year of publication: |
November 2018
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| Authors: | Antonetti, Paolo ; Crisafulli, Benedetta ; Maklan, Stan |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 21.2018, 4, p. 438-455
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| Subject: | service recovery | service failure | downward social comparisons | manipulative intentions | persuasion | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1094670518793534 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10011951807