Determining adequate tangible compensation in service recovery processes for developed and developing countries : the role of severity and responsibility
Year of publication: |
2015
|
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Authors: | Bambauer-Sachse, Silke ; Rabeson, Landisoa |
Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 22.2015, p. 117-127
|
Subject: | Satisfaction with service recovery | Responsibility | Failure severity | Economic development | Cultural differences | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Entwicklungsländer | Developing countries | Beschwerdemanagement | Complaint management | Entwicklung |
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