Does a surprise strategy need words? : the effect of explanations for a surprise strategy on customer delight and expectations
Min Gyung Kim; Anna S. Mattila
| Year of publication: |
2013
|
|---|---|
| Authors: | Kim, Kyungmin ; Mattila, Anna S. |
| Published in: |
The journal of services marketing. - Bingley : Emerald Group Publishing Limited, ISSN 0887-6045, ZDB-ID 1027140-5. - Vol. 27.2013, 5, p. 361-370
|
| Subject: | Surprise strategy | Customer delight | Explanations | Customer expectation | Customer | Customer satisfaction | Expectation | Kundenzufriedenheit | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Erwartungsbildung | Expectation formation |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10010127939