When and why saying "thank you" is better than saying "sorry" in redressing service failures : the role of self-esteem
Yanfen You, Xiaojing Yang, Lili Wang, and Xiaoyan Deng
| Year of publication: |
2020
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|---|---|
| Authors: | You, Yanfen ; Yang, Xiaojing ; Wang, Lili ; Deng, Xiaoyan |
| Subject: | apology | appreciation | linguistic framing | self-esteem | service failure | service recovery | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/0022242919889894 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10012176607