Co-creation and service recovery process communication : effects on satisfaction, repurchase intentions, and word of mouth
Year of publication: |
June 2017
|
---|---|
Authors: | Vázquez Casielles, Rodolfo ; Iglesias Argu͏̈elles, Víctor ; Varela Neira, Concepción |
Published in: |
Service business. - Berlin : Springer, ISSN 1862-8508, ZDB-ID 2279938-2. - Vol. 11.2017, 2, p. 321-343
|
Subject: | Service recovery process | Repurchase intentions | Word of mouth | Co-creation | Service recovery process communication | Virales Marketing | Viral marketing | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Kundenintegration | Customer integration |
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