Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Year of publication: |
2014
|
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Authors: | Van Vaerenbergh, Yves ; De Keyser, Arne ; Larivière, Bart |
Published in: |
Managing service quality : MSQ ; an international journal. - Bingley : Emerald, ISSN 0960-4529, ZDB-ID 1216397-1. - Vol. 24.2014, 1, p. 45-62
|
Subject: | Service recovery | Cultural orientation | Hospitality industry | Invoke intentions | Service guarantees | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Gastgewerbe | Beziehungsmarketing | Relationship marketing | Garantie | Warranty | Kulturelle Identität | Cultural identity |
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