Does relationship matter? : customers' response to service failure
Chia-Ching Tsai; Yung-Kai Yang; Yu-Chi Cheng
| Year of publication: |
2014
|
|---|---|
| Authors: | Tsai, Chia-ching ; Yang, Yung-kai ; Cheng, Yu-chi |
| Published in: |
Managing service quality : MSQ ; an international journal. - Bingley : Emerald, ISSN 0960-4529, ZDB-ID 1216397-1. - Vol. 24.2014, 2, p. 139-159
|
| Subject: | Service failure | Service recovery | Betrayal | Negative reaction | Perceived justice | Relationship norms | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Gerechtigkeit | Justice | Kundenservice | Customer service | Lieferantenmanagement | Supplier relationship management | Dienstleistungssektor | Service industry |
| 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/10010254024