Unveiling the recovery time zone of tolerance : when time matters in service recovery
Jens Hogreve, Nicola Bilstein, Leonhard Mandl
| Year of publication: |
November 2017
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|---|---|
| Authors: | Hogreve, Jens ; Bilstein, Nicola ; Mandl, Leonhard |
| Published in: |
Journal of the Academy of Marketing Science. - New York, NY : Springer Science + Business Media LLC, ISSN 0092-0703, ZDB-ID 1187865-4. - Vol. 45.2017, 6, p. 866-883
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| Subject: | Service recovery | Customer relationships | Service failure | Customer betrayal | Customer anger | Explanation | Equity theory | Complaint status updates | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service | Zeit | Time |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11747-017-0544-7 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011779540