Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Jasenko Arsenovic, Bo Edvardsson, Tobias Otterbring, Bård Tronvoll
| Year of publication: |
2023
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|---|---|
| Authors: | Arsenovic, Jasenko ; Edvardsson, Bo ; Otterbring, Tobias ; Tronvoll, Bård |
| Published in: |
Marketing letters : a journal of research in marketing. - New York, NY : Springer Science + Business Media B.V, ISSN 1573-059X, ZDB-ID 1478939-5. - Vol. 34.2023, 1, p. 69-82
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| Subject: | Bad-Mouthing Behavior | Collaboration | Compensation | Complaint Management | Service Failure | Service Recovery | Beschwerdemanagement | Complaint management | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction |
freely available
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11002-021-09611-6 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014265992