Moderating role of a priori customer-firm relationship in service recovery situations
Year of publication: |
2012
|
---|---|
Authors: | Kim, Wansoo ; Ok, Chihyung ; Canter, Deborah D. |
Published in: |
The service industries journal. - Abingdon : Routledge, ISSN 0264-2069, ZDB-ID 722623-8. - Vol. 32.2012, 1/2, p. 59-82
|
Subject: | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Regressionsanalyse | Regression analysis | Befragung | Interview | Gastronomie | Restaurant industry |
-
Revisiting the service recovery paradox in the restaurant industry
Kim, Jong-Hyeong, (2022)
-
Poh Theng Loo, (2021)
-
Agnihotri, Durgesh, (2022)
- More ...
-
Contingency variables for customer share of visits to full-service restaurant
Kim, Wansoo, (2010)
-
Value-driven customer share of visits
Kim, Wansoo, (2012)
-
Kim, Wansoo, (2010)
- More ...