The impacts of complaint efforts on customer satisfaction and loyalty
Ruiying Cai and Christina Geng-Qing Chi
| Year of publication: |
November-December 2018
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|---|---|
| Authors: | Cai, Ruiying ; Chi, Christina Geng-Qing |
| Published in: |
The service industries journal. - Abingdon : Routledge, ISSN 0264-2069, ZDB-ID 722623-8. - Vol. 38.2018, 15/16, p. 1095-1115
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| Subject: | Customer complaint efforts | physical/procedural efforts | cognitive efforts | affective efforts | customer satisfaction | customer loyalty | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Notes: | Zusammenfassung in chinesischer Sprache |
| Other identifiers: | 10.1080/02642069.2018.1429415 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011977443