Group service recovery strategies effectiveness : the moderating effects of group size and relational distance
Year of publication: |
2014
|
---|---|
Authors: | Zhou, Yuanyuan ; Tsang, Alex S. L. ; Huang, Minxue ; Zhou, Nan |
Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 67.2014, 11, p. 2480-2485
|
Subject: | Social impact theory | Service recovery | Service failure | Social distance | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Soziale Beziehungen | Social relations |
-
Alnawas, Ibrahim, (2023)
-
Li, Zongchao, (2023)
-
Toward service recovery strategies : the role of consumer-organization relationship norms
Hur, Jungyun, (2016)
- More ...
-
Does delaying service-failure resolution ever make sense?
Zhou, Yuanyuan, (2014)
-
Zhou, Yuanyuan, (2013)
-
Zhou, Yuanyuan, (2014)
- More ...