The influence of emotions on customers' cognitive evaluations and satisfaction in a service failure and recovery context
Year of publication: |
2008
|
---|---|
Authors: | Varela-Neira, Concepción ; Vázquez Casielles, Rodolfo ; Iglesias-Argüelles, Víctor |
Published in: |
The service industries journal. - Abingdon : Routledge, ISSN 0264-2069, ZDB-ID 722623-8. - Vol. 28.2008, 3/4, p. 497-512
|
Subject: | Kundenzufriedenheit | Customer satisfaction | Emotion | Dienstleistungsqualität | Service quality |
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