The contrasting influences of incidental anger and fear on responses to a service failure
Lei Su, Lisa C. Wan, Robert S. Wyer Jr
| Year of publication: |
2018
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|---|---|
| Authors: | Su, Lei ; Wan, Lisa C. ; Wyer, Robert S. |
| Published in: |
Psychology & marketing. - New York, NY : Wiley Interscience, ISSN 1520-6793, ZDB-ID 2002068-5. - Vol. 35.2018, 9, p. 666-675
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| Subject: | attribution | complaint | incidental emotion | purchase intention | service failure | Emotion | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Kundenservice | Customer service |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1002/mar.21114 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011970127