Explaining consumer complaining behaviour in double deviation scenarios : the banking services
Year of publication: |
2009
|
---|---|
Authors: | Casado-Díaz, Ana B. ; Nicolau-Gonzálbez, Juan L. |
Published in: |
The service industries journal. - Abingdon : Routledge, ISSN 0264-2069, ZDB-ID 722623-8. - Vol. 29.2009, 11/12, p. 1659-1668
|
Subject: | Bank | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing |
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