Unpacking customer rage elicitation : a dynamic model
Jiraporn Surachartkumtonkun, Janet R. McColl-Kennedy, and Paul G. Patterson
| Year of publication: |
2015
|
|---|---|
| Authors: | Surachartkumtonkun, Jiraporn ; McColl-Kennedy, Janet R. ; Patterson, Paul G. |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 18.2015, 2, p. 177-192
|
| Subject: | customer rage | emotions | anger | customer experience | service failure and recovery | Emotion | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011283710