The effect of organizational responses to service failures on customer satisfaction perception
Year of publication: |
December 2017
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Authors: | Cheung, Fung Yi Millissa ; To, W. M. |
Published in: |
Service business. - Berlin : Springer, ISSN 1862-8508, ZDB-ID 2279938-2. - Vol. 11.2017, 4, p. 767-784
|
Subject: | Responses to service failures | Perceived justice of recovery | Recovery satisfaction | Motivational orientations | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Gerechtigkeit | Justice |
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