Scoring more after service failures : why do customers overclaim?
Denis Khantimirov
| Year of publication: |
April-June 2018
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|---|---|
| Authors: | Khantimirov, Denis |
| Published in: |
Services marketing quarterly. - New York, NY : Haworth Press, ISSN 1533-2969, ZDB-ID 2050792-6. - Vol. 39.2018, 2, p. 124-139
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| Subject: | Service failure | service recovery | consumer complaining | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/15332969.2018.1436790 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011859504