Does delaying service-failure resolution ever make sense?
Year of publication: |
2014
|
---|---|
Authors: | Zhou, Yuanyuan ; Tsang, Alex S. L. ; Huang, Minxue ; Zhou, Nan |
Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 67.2014, 2, p. 159-166
|
Subject: | Service marketing | Service failure | Service recovery | Delaying resolution | Immediate resolution | Service separation | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Dienstleistungsmarketing | Services marketing | Kundenzufriedenheit | Customer satisfaction | Dienstleistungssektor | Service industry |
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