Underscoring trainer's lack of effort or talent in service failure of personal fitness training : customers' negative word-of-mouth response
Year of publication: |
2023
|
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Authors: | Park, Sangchul ; Lee, Hyun-Woo ; Nite, Calvin |
Published in: |
Service business. - Berlin : Springer, ISSN 1862-8508, ZDB-ID 2279938-2. - Vol. 17.2023, 4, p. 1025-1050
|
Subject: | Attribution theory | Negative word-of-mouth | Perceived responsibility | Relationship norm | Service failure | Virales Marketing | Viral marketing | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction |
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