An experimental investigation of the role of face in service failure and recovery encounters
Year of publication: |
2010
|
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Authors: | Du, Jiangang ; Fan, Xiucheng ; Feng, Tianjun |
Published in: |
The journal of consumer marketing. - Bingley : Emerald Publishing Limited, ISSN 0736-3761, ZDB-ID 630151-4. - Vol. 27.2010, 7, p. 584-593
|
Subject: | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Emotion | Soziales Verhalten | Social behaviour | China |
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