Managing service shutdowns: Cash refunds or vouchers?
Year of publication: |
2023
|
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Authors: | Chen, Rachel R. ; Gerstner, Eitan ; Halbheer, Daniel ; Roma, Paolo |
Published in: |
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy. - Amsterdam : Elsevier, ISSN 0167-8116, ZDB-ID 622691-7. - Vol. 40.2023, 2, p. 294-315
|
Subject: | Service failure and recovery | Service shutdown | Cash refund | Voucher | Service replacement | Dienstleistungsqualität | Service quality | Gutscheinsystem | Voucher programme | Dienstleistungssektor | Service industry | Beschwerdemanagement | Complaint management | Dienstleistung | Services |
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