Why are Generation Y consumers the most likely to complain and repurchase?
Raquel Reis Soares, Ting Ting (Christina) Zhang, João F. Proença and Jay Kandampully
| Year of publication: |
2017
|
|---|---|
| Authors: | Soares, Raquel Reis ; Zhang, Ting Ting ; Proença, João F. ; Kandampully, Jay |
| Published in: |
Journal of service management. - Bingley : Emerald, ISSN 1757-5818, ZDB-ID 2491767-9. - Vol. 28.2017, 3, p. 520-540
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| Subject: | Generation Y | Service failure | Service recovery | Generational differences | Complaint behaviour | Post-recovery responses | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Altersgruppe | Age group | Kundenzufriedenheit | Customer satisfaction | Generationengerechtigkeit | Intergenerational equity | Beziehungsmarketing | Relationship marketing |