Perceived justice of service recovery strategies : impact on customer satisfaction and quality relationship
Year of publication: |
2010
|
---|---|
Authors: | Vázquez Casielles, Rodolfo ; Álvarez, Leticia Suárez ; Martín, Ana Maria Díaz |
Published in: |
Psychology & marketing. - Hoboken, NJ : Wiley Blackwell, ISSN 0742-6046, ZDB-ID 226933-8. - Vol. 27.2010, 5, p. 487-509
|
Subject: | Dienstleistung | Services | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Gerechtigkeit | Justice | Telekommunikationssektor | Telecommunications industry | Spanien | Spain |
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