The effect of CSR on consumer behavioral responses after service failure and recovery
Year of publication: |
2016
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Authors: | Fatma, Mobin ; Khan, Imran ; Rahman, Zillur |
Published in: |
European business review : EBR ; the official journal of the International Management Centres, Europe. - Bingley : Emerald Group Publishing Limited, ISSN 0955-534X, ZDB-ID 1049254-9. - Vol. 28.2016, 5, p. 583-599
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Subject: | CSR | Customer satisfaction | Service failure | Service recovery | Corporate Social Responsibility | Corporate social responsibility | Kundenzufriedenheit | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Äthiopien | Ethiopia |
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