The role of customer affection and trust in loyalty rebuilding after service failure and recovery
Year of publication: |
2012
|
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Authors: | La, Suna ; Choi, Beom Joon |
Published in: |
The service industries journal. - Abingdon : Routledge, ISSN 0264-2069, ZDB-ID 722623-8. - Vol. 32.2012, 1/2, p. 105-125
|
Subject: | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Vertrauen | Confidence | Beziehungsmarketing | Relationship marketing |
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