The effect of justice in the history of loyalty : a study in failure recovery in the retail context
Year of publication: |
2015
|
---|---|
Authors: | Lopes, Evandro Luiz ; Silva, Marcos Antonio da |
Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 24.2015, p. 110-120
|
Subject: | Failure recovery | Loyalty | Retail | Perceived justice | Einzelhandel | Retail trade | Beziehungsmarketing | Relationship marketing | Gerechtigkeit | Justice | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality |
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