Service recovery's impact on customers next-in-line
Yves Van Vaerenbergh; Iris Vermeir; Bart Larivière
| Year of publication: |
2013
|
|---|---|
| Authors: | Van Vaerenbergh, Yves ; Vermeir, Iris ; Larivière, Bart |
| Published in: |
Managing service quality : MSQ ; an international journal. - Bingley : Emerald, ISSN 0960-4529, ZDB-ID 1216397-1. - Vol. 23.2013, 6, p. 495-512
|
| Subject: | Service failure | Service quality | Service recovery | Observational learning | Other customers | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Beschwerdemanagement | Complaint management | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10010202243