Matching service failures and recovery options toward satisfaction
Victor John M. Cantor and Richard C. Li
| Year of publication: |
2019
|
|---|---|
| Authors: | Cantor, Victor John M. ; Li, Richard C. |
| Published in: |
The service industries journal. - London : Frank Cass, ISSN 1743-9507, ZDB-ID 2067915-4. - Vol. 39.2019, 13/14, p. 901-924
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| Subject: | Complaining behavior | recovery justices | relationship quality | service failure | service recovery | 关系质量 | 恢复正义 | 抱怨行为 | 服务失败 | 服务补救 | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Notes: | Zusammenfassung in chinesischer Sprache |
| Other identifiers: | 10.1080/02642069.2018.1450868 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012205901