How small service failures drive customer defection : introducing the concept of microfailures
Year of publication: |
2020
|
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Authors: | Sands, Sean ; Campbell, Colin L. ; Shedd, Lois ; Ferraro, Carla ; Mavrommatis, Alexis |
Published in: |
Business horizons. - Amsterdam : Elsevier, ISSN 0007-6813, ZDB-ID 222663-7. - Vol. 63.2020, 4, p. 573-584
|
Subject: | Customer defection | Customer relations | Microfailures | Reputation management | Service failure | Service recovery | Konsumentenverhalten | Consumer behaviour | KMU | SME | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Äthiopien | Ethiopia | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service |
Description of contents: | Description [doi.org] |
Type of publication: | Article |
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Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
Language: | English |
Notes: | Corrigendum enthalten in: Volume 64, Issue 4, July/August 2020, Seite 563 |
Other identifiers: | 10.1016/j.bushor.2020.03.014 [DOI] |
Source: | ECONIS - Online Catalogue of the ZBW |
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