When and why a squeakier wheel gets more grease : the influence of cultural values and anger intensity on customer compensation
Ella Glikson, Laura Rees, Jochen Wirtz, Shirli Kopelman, and Anat Rafaeli
| Year of publication: |
2019
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|---|---|
| Authors: | Glikson, Ella ; Rees, Laura ; Wirtz, Jochen ; Kopelman, Shirli ; Rafaeli, Anat |
| Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 22.2019, 3, p. 223-240
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| Subject: | service failure | negotiation | anger | power distance | anger intensity | logic of appropriateness | customer compensation | Emotion | Konsumentenverhalten | Consumer behaviour | Soziale Werte | Social values | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kulturelle Identität | Cultural identity | Kundenzufriedenheit | Customer satisfaction |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1094670519838623 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012126364