Impact of service failure severity and agreeableness on consumer switchover intention : mediating role of consumer forgiveness
Zeeshan Riaz and Muhammad Ishfaq Khan
| Year of publication: |
2016
|
|---|---|
| Authors: | Riaz, Zeeshan ; Khan, Muhammad Ishfaq |
| Published in: |
Asia Pacific journal of marketing and logistics. - Bingley : Emerald Group Publishing Limited, ISSN 1355-5855, ZDB-ID 1174740-7. - Vol. 28.2016, 3, p. 420-434
|
| Subject: | Agreeableness | Consumer forgiveness | Service failure severity | Services industry | Switchover intention | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Dienstleistungssektor | Service industry | Beschwerdemanagement | Complaint management |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/APJML-07-2015-0106 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011583333