How to explain service failure? : impacts of justifications
WeiWei Chen, Hsiao-Ching Lee
| Year of publication: |
June 2018
|
|---|---|
| Authors: | Chen, WeiWei ; Lee, Hsiao-Ching |
| Published in: |
Service business. - Berlin : Springer, ISSN 1862-8508, ZDB-ID 2279938-2. - Vol. 12.2018, 2, p. 331-356
|
| Subject: | Justification | Explanation | Perceived fairness | Service recovery | Relationship strength | Emotion | Mobilkommunikation | Mobile communications | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Gerechtigkeit | Justice | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11628-017-0349-2 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011915060