The role of employee affective delivery and customer perceived control in service recovery
Zsofia Kenesei, Krisztina Kolos
| Alternative title: | Uloga zaposlenikova afektivnog djelovanja i korisnikove percipirane kontrole u oporavku usluge |
|---|---|
| Year of publication: |
2018
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| Authors: | Kenesei, Zsófia ; Kolos, Krisztina |
| Published in: |
Market : review for marketing theory and practice. - Zagreb : Školska Knjiga, ISSN 0353-4790, ZDB-ID 1196573-3. - Vol. 30.2018, 1, p. 7-22
|
| Subject: | service recovery | emotional labor | employee affective delivery | perceived control | justice theory | Emotion | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Notes: | Zusammenfassung in kroatischer Sprache |
| Other identifiers: | 10.22598/mt/2018.30.1.7 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011994699