How can firms stop customer revenge? : the effects of direct and indirect revenge on post-complaint responses
Year of publication: |
November 2018
|
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Authors: | Grégoire, Yany ; Ghadami, Fateme ; Laporte, Sandra ; Sénécal, Sylvain ; Larocque, Denis |
Published in: |
Journal of the Academy of Marketing Science. - New York, NY : Springer Science + Business Media LLC, ISSN 0092-0703, ZDB-ID 1187865-4. - Vol. 46.2018, 6, p. 1052-1071
|
Subject: | Customer revenge | Public exposure | Justice theory | Negative affect | Brand transgression | Service failure | Service recovery | Post-complaint responses | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour |
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