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Anger, frustration, and helplessness after service failure : coping strategies and effective informational support
Gelbrich, Katja - In: Journal of the Academy of Marketing Science 38 (2010) 5, pp. 567-585
Persistent link: https://www.econbiz.de/10008746853
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Unveiling the recovery time zone of tolerance : when time matters in service recovery
Hogreve, Jens; Bilstein, Nicola; Mandl, Leonhard - In: Journal of the Academy of Marketing Science 45 (2017) 6, pp. 866-883
Persistent link: https://www.econbiz.de/10011779540
Cover Image
Anger, frustration, and helplessness after service failure: coping strategies and effective informational support
Gelbrich, Katja - In: Journal of the Academy of Marketing Science 38 (2010) 5, pp. 567-586
Persistent link: https://www.econbiz.de/10008447603