Complaint-handling as antecedent of customer engagement : do consumer characteristics matter?
Year of publication: |
2017
|
---|---|
Authors: | Cambra-Fierro, Jesus ; Melero-Polo, Iguacel |
Published in: |
Marketing intelligence & planning. - Bingley : Emerald Group Publishing Limited, ISSN 0263-4503, ZDB-ID 83207-8. - Vol. 35.2017, 2, p. 277-295
|
Subject: | Gender | Service failure | Age | Customer engagement | Complaint-handling processes | Mobile phone sector | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Kundenintegration | Customer integration | Mobiltelefon | Mobile phone | Dienstleistungsqualität | Service quality | Geschlecht | Kundenzufriedenheit | Customer satisfaction |
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