The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth
Year of publication: |
2014
|
---|---|
Authors: | Choi, Beom Joon ; Choi, Beom-jin |
Published in: |
European journal of marketing : EJM. - Bingley : Emerald Publishing Limited, ISSN 0309-0566, ZDB-ID 189982-X. - Vol. 48.2014, 1/2, p. 108-131
|
Subject: | Customer loyalty | Word-of-mouth | Customer affection | Justice perception | Beziehungsmarketing | Relationship marketing | Virales Marketing | Viral marketing | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Äthiopien | Ethiopia | Konsumentenverhalten | Consumer behaviour | Gerechtigkeit | Justice | Beschwerdemanagement | Complaint management |
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