Consumer responses to compensation, speed of recovery and apology after a service failure

Consumer responses to compensation, speed of recovery and apology after a service failure

10.1108/09564230410532484

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Bibliographic Details
Main Authors: Wirtz, J, Mattila, AS
Other Authors: DEAN'S OFFICE (BIZ)
Format: Article
Language:English
Published: EMERALD GROUP PUBLISHING LTD 2023
Subjects:
Social Sciences
Management
Business & Economics
customer service management
consumer behaviour
customer satisfaction
CUSTOMER SATISFACTION
JUSTICE
ENCOUNTERS
Online Access:https://scholarbank.nus.edu.sg/handle/10635/245235
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Institution: National University of Singapore
Language: English

Internet

https://scholarbank.nus.edu.sg/handle/10635/245235

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