Unveiling the recovery time zone of tolerance : when time matters in service recovery
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 | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Zeit | Time | Konsumentenverhalten | Consumer behaviour |
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