The Effect of Service Failure Types and Service Recovery on Customer Satisfaction : A Mental Accounting Perspective
Year of publication: |
2011
|
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Authors: | Chuang, Shih-Chieh ; Cheng, Yin-Hui ; Chang, Chai-Jung ; Yang, Shun-Wen |
Publisher: |
[S.l.] : SSRN |
Subject: | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Mobilkommunikation | Mobile communications | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Kostenanalyse | Cost analysis | Verhaltensökonomik | Behavioral economics |
Extent: | 1 Online-Ressource (3 p) |
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Series: | |
Type of publication: | Book / Working Paper |
Language: | English |
Notes: | Nach Informationen von SSRN wurde die ursprüngliche Fassung des Dokuments June 22, 2011 erstellt |
Other identifiers: | 10.2139/ssrn.1869434 [DOI] |
Source: | ECONIS - Online Catalogue of the ZBW |
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