Mitigating the negative effects of service failure through customer identification
Year of publication: |
2022
|
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Authors: | Song, Jiaqi ; Huang, Jiexian ; Jiang, Yuwei |
Published in: |
Psychology & marketing. - New York, NY : Wiley Interscience, ISSN 1520-6793, ZDB-ID 2002068-5. - Vol. 39.2022, 4, p. 715-725
|
Subject: | customer identification | dehumanization | dissatisfaction | individuation | numerical identification | service failures | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing |
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