Why didn't it work out? : the effects of attributions on the efficacy of recovery strategies
Victor Iglesias; Conceptión Varela-Neira; Rodolfo Vázquez-Casielles
| Year of publication: |
2015
|
|---|---|
| Authors: | Iglesias Argüelles, Víctor ; Varela-Neira, Conceptión ; Vázquez Casielles, Rodolfo |
| Published in: |
Journal of service theory and practice : JSTP. - Bingley : Emerald, ISSN 2055-6225, ZDB-ID 2819789-6. - Vol. 25.2015, 6, p. 700-724
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| Subject: | Service failure | Service recovery | Attributions | Intentionality | Customer defection | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | 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 |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10011392207