Better him than me : social comparison theory and service recovery
Year of publication: |
2008
|
---|---|
Authors: | Bonifield, Carolyn ; Cole, Catherine A. |
Published in: |
Journal of the Academy of Marketing Science. - New York, NY : Springer Science + Business Media LLC, ISSN 0092-0703, ZDB-ID 1187865-4. - Vol. 36.2008, 4, p. 565-577
|
Subject: | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Virales Marketing | Viral marketing | Sozialer Status | Social status |
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