The impact of service failure and recovery on target and observing customers : a comparative study
Year of publication: |
November-December 2017
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Authors: | Sharifi, Seyed Shahin ; Palmeira, Mauricio ; Ma, Junzhao ; Spassova, Gerri |
Published in: |
Journal of hospitality marketing & management. - Philadelphia, Pa. : Taylor & Francis, ISSN 1936-8623, ZDB-ID 2493700-9. - Vol. 26.2017, 8, p. 889-910
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Subject: | Observers | service failure | service recovery | targets | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Dienstleistungssektor | Service industry | Kundenservice | Customer service |
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