Measuring experienced emotions during service recovery encounters : construction and assessment of the ESRE scale
Year of publication: |
2008
|
---|---|
Authors: | Schoefer, Klaus ; Diamantopoulos, Adamantios |
Published in: |
Service business : an international journal. - Berlin : Springer, ISSN 1862-8516, ZDB-ID 2280177-7. - Vol. 2.2008, 1, p. 65-81
|
Subject: | Dienstleistung | Services | Kundenzufriedenheit | Customer satisfaction | Emotion | Messung | Measurement |
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