Other customers' service failure and recovery encounters : a qualitative exploration
Year of publication: |
2024
|
---|---|
Authors: | Gupta, Niharika ; Verma, Harsh V. |
Published in: |
Asia-Pacific journal of business administration. - Bradford : Emerald, ISSN 1757-4331, ZDB-ID 2500536-4. - Vol. 16.2024, 1, p. 148-169
|
Subject: | Customer behaviour | Justice theory | Observing customers | Other customers | Service recovery | Shared servicescape | Thematic analysis | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Äthiopien | Ethiopia |
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