You deserve the bad (or good) service : the role of moral deservingness in observers' reactions to service failure (or excellence)
Mauricio Palmeira, Minjung Koo and Hyun-Ah Sung
| Year of publication: |
2022
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|---|---|
| Authors: | Palmeira, Mauricio ; Koo, Minjung ; Sung, Hyun-Ah |
| Published in: |
European journal of marketing. - Bradford : Emerald, ISSN 1758-7123, ZDB-ID 2002936-6. - Vol. 56.2022, 3, p. 653-676
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| Subject: | Deservingness | Moral judgment | Service delivery | Service excellence | Service failure | Dienstleistungsqualität | Service quality | Ethik | Ethics | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Dienstleistungssektor | Service industry | Kundenservice | Customer service | Dienstleistungsmanagement | Service management |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/EJM-09-2020-0659 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013173443