Overcompensation as a service recovery strategy : the financial aspect of customers' extra effort
Zsofia Kenesei, Zsofia Bali
| Year of publication: |
2020
|
|---|---|
| Authors: | Kenesei, Zsófia ; Bali, Zsofia |
| Published in: |
Service business. - Berlin : Springer, ISSN 1862-8508, ZDB-ID 2279938-2. - Vol. 14.2020, 2, p. 187-216
|
| Subject: | Compensation | Consumer behaviour | Complaint handling | Satisfaction | Justice | Konsumentenverhalten | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Gerechtigkeit |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11628-020-00413-w [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012304224