Service failure and service recovery : a hybrid review and research agenda
Year of publication: |
2024
|
---|---|
Authors: | Sahaf, Taiba Musadiq ; Fazili, Asif Iqbal |
Published in: |
International journal of consumer studies. - Oxford [u.a.] : Wiley-Blackwell, ISSN 1470-6431, ZDB-ID 2141394-0. - Vol. 48.2024, 1, Art.-No. e12974, p. 1-45
|
Subject: | bibliometric analysis | co-citation analysis | perceived justice | service failure | service recovery | SPAR-4-SLR | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Bibliometrie | Bibliometrics | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction |
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