The impact of service failure on brand credibility
Year of publication: |
July 2016
|
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Authors: | Bougoure, Ursula Sigrid ; Russell-Bennett, Rebekah ; Fazal-e-Hasan, Syed ; Mortimer, Gary |
Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 31.2016, p. 62-71
|
Subject: | Consumer services | Brand credibility | Service recovery | Satisfaction | Airlines | Mobilkommunikation | Mobile communications | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Markenführung | Brand management | Beschwerdemanagement | Complaint management | Glaubwürdigkeit | Credibility | Fluggesellschaft | Airline | Markenimage | Brand image | Konsumentenverhalten | Consumer behaviour | Äthiopien | Ethiopia | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Dienstleistung | Services |
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