How the response to service incidents change customer-firm relationships
Year of publication: |
2023
|
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Authors: | Coelho, Pedro Simões ; Rita, Paulo ; Ramos, Ricardo F. |
Published in: |
European journal of management and business economics : EJM&BE. - Bingley : Emerald Publishing Limited, ISSN 2444-8494, ZDB-ID 2856989-1. - Vol. 32.2023, 2, p. 168-184
|
Subject: | Benevolence | Customer relationships | Expectancy and disconfirmation | Opportunism | Service incidents | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Dienstleistungssektor | Service industry | Lieferantenmanagement | Supplier relationship management |
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