Why are Generation Y consumers the most likely to complain and repurchase?
Year of publication: |
2017
|
---|---|
Authors: | Soares, Raquel Reis ; Zhang, Ting Ting ; Proença, João F. ; Kandampully, Jay |
Published in: |
Journal of service management. - Bingley : Emerald, ISSN 1757-5818, ZDB-ID 2491767-9. - Vol. 28.2017, 3, p. 520-540
|
Subject: | Generation Y | Service failure | Service recovery | Generational differences | Complaint behaviour | Post-recovery responses | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Altersgruppe | Age group | Kundenzufriedenheit | Customer satisfaction | Generationengerechtigkeit | Intergenerational equity | Beziehungsmarketing | Relationship marketing |
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