"I'm mad and I can't get that service failure off my mind" : coping and rumination as mediators of anger effects on customer intentions
Yuliya Strizhakova, Yelena Tsarenko, and Julie A. Ruth
| Year of publication: |
2012
|
|---|---|
| Authors: | Strizhakova, Yuliya ; Tsarenko, Yelena ; Ruth, Julie A. |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 15.2012, 4, p. 414-429
|
| Subject: | Dienstleistungssektor | Service industry | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Emotion | Coping-Strategie | Coping strategy |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10009673023