When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Michaël Flacandji, Julien Cusin, Renaud Lunardo
| Year of publication: |
2023
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|---|---|
| Authors: | Flacandji, Michaël ; Cusin, Julien ; Lunardo, Renaud |
| Published in: |
Psychology & marketing. - New York, NY : Wiley Interscience, ISSN 1520-6793, ZDB-ID 2002068-5. - Vol. 40.2023, 12, p. 2728-2742
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| Subject: | attachment | consumer forgiveness | frontline employee | inexperience | service failure | service recovery | signaling theory | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Signalling | Kundenservice | Customer service | Emotion | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Verkaufspersonal | Salespeople |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1002/mar.21897 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014432547