Service quality grounded in customer experiences, affect and relationships
Year of publication: |
2007
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Authors: | Edvardsson, Bo ; Friman, Margareta ; Roos, Inger |
Published in: |
Service Excellence als Impulsgeber : Strategien - Management - Innovationen - Branchen ; Bernd Stauss zum 60. Geburtstag. - Wiesbaden : Gabler, ISBN 3-8349-0688-3. - 2007, p. 271-285
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Subject: | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Emotion |
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