When do customers offer firms a "second chance" following a double deviation? : the impact of inferred firm motives on customer revenge and reconciliation
Jeff Joireman; Yany Grégoire; Berna Devezer; Thomas M. Tripp
| Year of publication: |
2013
|
|---|---|
| Authors: | Joireman, Jeff ; Grégoire, Yany ; Devezer, Berna ; Tripp, Thomas M. |
| Published in: |
Journal of retailing. - New York, NY [u.a.] : Elsevier, ISSN 0022-4359, ZDB-ID 410802-4. - Vol. 89.2013, 3, p. 315-337
|
| Subject: | Beschwerdemanagement | Complaint management | Kundengewinnung | Customer acquisition | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10009781852