Consumer responses to compensation, speed of recovery and apology after a service failure
10.1108/09564230410532484
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sg-nus-scholar.10635-438042023-10-26T08:39:42Z Consumer responses to compensation, speed of recovery and apology after a service failure Wirtz, J. Mattila, A.S. MARKETING Consumer behaviour Customer satisfaction Customer service management 10.1108/09564230410532484 International Journal of Service Industry Management 15 2 150-166 2013-10-09T02:45:42Z 2013-10-09T02:45:42Z 2004 Article Wirtz, J., Mattila, A.S. (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 09564233 http://scholarbank.nus.edu.sg/handle/10635/43804 000221875500002 Scopus |
| institution |
National University of Singapore |
| building |
NUS Library |
| continent |
Asia |
| country |
Singapore Singapore |
| content_provider |
NUS Library |
| collection |
ScholarBank@NUS |
| topic |
Consumer behaviour Customer satisfaction Customer service management |
| spellingShingle |
Consumer behaviour Customer satisfaction Customer service management Wirtz, J. Mattila, A.S. Consumer responses to compensation, speed of recovery and apology after a service failure |
| description |
10.1108/09564230410532484 |
| author2 |
MARKETING |
| author_facet |
MARKETING Wirtz, J. Mattila, A.S. |
| format |
Article |
| author |
Wirtz, J. Mattila, A.S. |
| 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 |
| publishDate |
2013 |
| url |
http://scholarbank.nus.edu.sg/handle/10635/43804 |
| _version_ |
1781411220565262336 |