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Overcompensation as a service recovery strategy : the financial aspect of customers' extra effort
Kenesei, Zsófia; Bali, Zsofia - In: Service business 14 (2020) 2, pp. 187-216
Persistent link: https://www.econbiz.de/10012304224
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The role of employee affective delivery and customer perceived control in service recovery
Kenesei, Zsófia; Kolos, Krisztina - In: Market : review for marketing theory and practice 30 (2018) 1, pp. 7-22
Persistent link: https://www.econbiz.de/10011994699