A cross-cultural investigation of customer reactions to service failure and recovery
Year of publication: |
2011
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Authors: | Matos, Celso Augusto de ; Fernandes, Daniel Von der Heyde ; Leis, Rodrigo Pinto ; Trez, Guilherme |
Published in: |
Journal of international consumer marketing. - Philadelphia, Pa. : Taylor & Francis Group, ISSN 0896-1530, ZDB-ID 1080285-X. - Vol. 23.2011, 3/4, p. 211-228
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Subject: | Dienstleistungssektor | Service industry | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Kulturelle Identität | Cultural identity | Vergleich | Comparison | Brasilien | Brazil | EU-Staaten | EU countries |
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