Customer rage episodes : emotions, expressions and behaviors
Year of publication: |
2009
|
---|---|
Authors: | McColl-Kennedy, Janet R. ; Patterson, Paul G. ; Smith, Amy K. ; Brady, Michael K. |
Published in: |
Journal of retailing. - New York, NY [u.a.] : Elsevier, ISSN 0022-4359, ZDB-ID 410802-4. - Vol. 85.2009, 2, p. 222-237
|
Subject: | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Emotion | Dienstleistungsqualität | Service quality |
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