Losses loom longer than gains : modeling the impact of service crises on perceived service quality over time
Maarten J. Gijsenberg, Harald J. Van Heerde, and Peter C. Verhoef
| Year of publication: |
2015
|
|---|---|
| Authors: | Gijsenberg, Maarten J. ; Heerde, Harald J. van ; Verhoef, Peter C. |
| Published in: |
Journal of marketing research : JMR. - Thousand Oaks, CA : SAGE Publishing, ISSN 0022-2437, ZDB-ID 218319-5. - Vol. 52.2015, 5, p. 642-656
|
| Subject: | service crises | service quality | time-series models | prospect theory |
| 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/10011349867