Does service recovery affect satisfaction and loyalty? : an empirical study of medical device suppliers
Cheng-Min Chao and Bor-Wen Cheng
| Year of publication: |
2019
|
|---|---|
| Authors: | Chao, Cheng-Min ; Cheng, Bor-Wen |
| Published in: |
Total quality management & business excellence. - Abingdon : Routledge, Taylor & Francis Group, ISSN 1478-3371, ZDB-ID 2129076-3. - Vol. 30.2019, 12, p. 1350-1366
|
| Subject: | formative model | justice theory | service failure | service recovery | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Lieferantenmanagement | Supplier relationship management |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/14783363.2017.1369351 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012199846