The long-term impact of service failure and recovery
Tim Norvell, Piyush Kumar, and Mayukh Dass
| Year of publication: |
November 2018
|
|---|---|
| Authors: | Norvell, Tim ; Kumar, Piyush ; Dass, Mayukh |
| Published in: |
Cornell hospitality quarterly : CQ. - Thousand Oaks, Calif. : Sage, ISSN 1938-9655, ZDB-ID 2410284-2. - Vol. 59.2018, 4, p. 376-389
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| Subject: | service quality | service recovery | satisfaction | complaining behavior | customer retention | word-of-mouth | service recovery paradox | casual dining | restaurants | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Gastronomie | Restaurant industry | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Virales Marketing | Viral marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1938965518762835 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011943078