Pre-recovery emotions and satisfaction : a moderated mediation model of service recovery and reputation in the banking sector
Oznur Ozkan-Tektas, Pinar Basgoze
| Year of publication: |
June 2017
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|---|---|
| Authors: | Ozkan-Tektas, Oznur ; Basgoze, Pinar |
| Published in: |
European management journal. - Amsterdam : Elsevier, ISSN 0263-2373, ZDB-ID 859497-1. - Vol. 35.2017, 3, p. 388-395
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| Subject: | Pre-recovery emotions | Perceived justice | Service recovery satisfaction | Firm reputation | Banking sector | Emotion | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Firmenimage | Corporate reputation | Reputation | Bank | Gerechtigkeit | Justice | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.emj.2016.06.010 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011720587