Understanding negative emotions in services through teleological actions
Carmen Padin and Göran Svensson
| Year of publication: |
2017
|
|---|---|
| Authors: | Padin, Carmen ; Svensson, Göran |
| Published in: |
International journal of quality and service sciences. - Bingley [u.a.] : Emerald, ISSN 1756-669X, ZDB-ID 2473962-5. - Vol. 9.2017, 1, p. 67-84
|
| Subject: | Service recovery | Critical incident | Negative emotions | Service failure | Service provider | Teleological actions | Emotion | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | 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: | 10.1108/IJQSS-03-2016-0018 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011650515