Does the nature of the relationship really matter? : an analysis of the roles of loyalty and involvement in service recovery processes
Year of publication: |
2015
|
---|---|
Authors: | Cambra-Fierro, Jesus ; Melero-Polo, Iguácel ; Sese, Javier |
Published in: |
Service business. - Berlin : Springer, ISSN 1862-8508, ZDB-ID 2279938-2. - Vol. 9.2015, 2, p. 297-320
|
Subject: | Service recovery | Satisfaction | Loyalty | Involvement | Mobile phone industry | Mobilkommunikation | Mobile communications | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management |
Extent: | graph. Darst. |
---|---|
Type of publication: | Article |
Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
Language: | English |
Notes: | Systemvoraussetzung: Acrobat Reader |
Other identifiers: | 10.1007/s11628-013-0228-4 [DOI] |
Source: | ECONIS - Online Catalogue of the ZBW |
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