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: |
Journal of Services Marketing. - Emerald Group Publishing Limited, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 26.2012, 5, p. 342-351
|
Publisher: |
Emerald Group Publishing Limited |
Subject: | Severe service failure | Overcompensation | Perceived fairness | Negative word‐of‐mouth intent | Service failures | Compensation |
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