Customer satisfaction, service failure and service recovery
Year of publication: |
2008
|
---|---|
Authors: | Mattila, Anna S. ; Ro, Heejung |
Published in: |
Handbook of hospitality marketing management. - Amsterdam [u.a.] : Butterworth-Heinemann, ISBN 978-0-08-045080-3. - 2008, p. 296-323
|
Subject: | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality |
-
Exploring antecedents of online banking customers and empirical validation
Allada, Vijaya Kameswari, (2014)
-
Chen, Yuwen, (2015)
-
Managing retention in service relationships
Aflaki, Sam, (2014)
- More ...
-
Mattila, Anna S., (2009)
-
Silent voices : nonbehavioral reactions to service failures
Ro, Heejung, (2015)
-
Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting
Mattila, Anna S., (2008)
- More ...