Employing proactive interaction for service failure prevention to improve customer service experiences
Year of publication: |
2017
|
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Authors: | Shin, Hyunju ; Ellinger, Alexander E. ; Mothersbaugh, David L. ; Reynolds, Kristy E. |
Published in: |
Journal of service theory and practice : JSTP. - Bingley : Emerald, ISSN 2055-6225, ZDB-ID 2819789-6. - Vol. 27.2017, 1, p. 164-186
|
Subject: | Proactivity | Service recovery | Service failure | Proactive service | Reactive service | Service failure prevention | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management |
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