Service failure and recovery in using technology-based self-service : effects on user attributions and satisfaction
Year of publication: |
2012
|
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Authors: | Dabholkar, Pratibha A. ; Spaid, Brian I. |
Published in: |
The service industries journal. - Abingdon : Routledge, ISSN 0264-2069, ZDB-ID 722623-8. - Vol. 32.2012, 9, p. 1415-1432
|
Subject: | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Selbstbedienung | Self-service | Technologie | Technology | Kundenzufriedenheit | Customer satisfaction |
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