When and why a squeakier wheel gets more grease : the influence of cultural values and anger intensity on customer compensation
Year of publication: |
2019
|
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Authors: | Glikson, Ella ; Rees, Laura ; Wirtz, Jochen ; Kopelman, Shirli ; Rafaeli, Anat |
Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 22.2019, 3, p. 223-240
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Subject: | service failure | negotiation | anger | power distance | anger intensity | logic of appropriateness | customer compensation | Emotion | Soziale Werte | Social values | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Kulturelle Identität | Cultural identity | Beschwerdemanagement | Complaint management |
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