Service guarantee as a recovery strategy : the impact of guarantee terms on perceived justice and firm motives
Year of publication: |
2016
|
---|---|
Authors: | Crisafulli, Benedetta ; Singh, Jaywant |
Published in: |
Journal of service management. - Bingley : Emerald, ISSN 1757-5818, ZDB-ID 2491767-9. - Vol. 27.2016, 2, p. 117-143
|
Subject: | Justice | Signaling theory | Service recovery | Guarantee | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Gerechtigkeit | Signalling | Garantie | Warranty |
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