Guilt no longer a sin : the effect of guilt in the service recovery paradox
Year of publication: |
2015
|
---|---|
Authors: | Cheng, Yin-Hui ; Chang, Chia-Jung ; Chuang, Shih-Chieh ; Liao, Ya-Wei |
Published in: |
Journal of service theory and practice : JSTP. - Bingley : Emerald, ISSN 2055-6225, ZDB-ID 2819789-6. - Vol. 25.2015, 6, p. 836-853
|
Subject: | Service failure | Service recovery | Guilt | Service recovery paradox | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Emotion | Dienstleistungssektor | Service industry | Kundenzufriedenheit | Customer satisfaction |
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