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

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record_format	dspace
spelling	sg-nus-scholar.10635-2452352024-05-17T02:55:45Z Consumer responses to compensation, speed of recovery and apology after a service failure Wirtz, J Mattila, AS DEAN'S OFFICE (BIZ) Social Sciences Management Business & Economics customer service management consumer behaviour customer satisfaction CUSTOMER SATISFACTION JUSTICE ENCOUNTERS 10.1108/09564230410532484 INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT 15 2 150-166 2023-10-11T06:38:52Z 2023-10-11T06:38:52Z 2004 2023-10-10T14:17:32Z Article Wirtz, J, Mattila, AS (2004). Consumer responses to compensation, speed of recovery and apology after a service failure. INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT 15 (2) : 150-166. ScholarBank@NUS Repository. https://doi.org/10.1108/09564230410532484 0956-4233 https://scholarbank.nus.edu.sg/handle/10635/245235 en EMERALD GROUP PUBLISHING LTD Elements
institution	National University of Singapore
building	NUS Library
continent	Asia
country	Singapore Singapore
content_provider	NUS Library
collection	ScholarBank@NUS
language	English
topic	Social Sciences Management Business & Economics customer service management consumer behaviour customer satisfaction CUSTOMER SATISFACTION JUSTICE ENCOUNTERS
spellingShingle	Social Sciences Management Business & Economics customer service management consumer behaviour customer satisfaction CUSTOMER SATISFACTION JUSTICE ENCOUNTERS Wirtz, J Mattila, AS Consumer responses to compensation, speed of recovery and apology after a service failure
description	10.1108/09564230410532484
author2	DEAN'S OFFICE (BIZ)
author_facet	DEAN'S OFFICE (BIZ) Wirtz, J Mattila, AS
format	Article
author	Wirtz, J Mattila, AS
author_sort	Wirtz, J
title	Consumer responses to compensation, speed of recovery and apology after a service failure
title_short	Consumer responses to compensation, speed of recovery and apology after a service failure
title_full	Consumer responses to compensation, speed of recovery and apology after a service failure
title_fullStr	Consumer responses to compensation, speed of recovery and apology after a service failure
title_full_unstemmed	Consumer responses to compensation, speed of recovery and apology after a service failure
title_sort	consumer responses to compensation, speed of recovery and apology after a service failure
publisher	EMERALD GROUP PUBLISHING LTD
publishDate	2023
url	https://scholarbank.nus.edu.sg/handle/10635/245235
_version_	1800915948330287104

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

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