Overcompensating for severe service failure : perceived fairness and effect on negative word-of-mouth intent
Year of publication: |
2012
|
---|---|
Authors: | Noone, Breffni M. |
Published in: |
The journal of services marketing. - Bingley : Emerald Group Publishing Limited, ISSN 0887-6045, ZDB-ID 1027140-5. - Vol. 26.2012, 5, p. 342-351
|
Subject: | Beschwerdemanagement | Complaint management | Gerechtigkeit | Justice | Virales Marketing | Viral marketing | Hotellerie | Hotel industry |
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