Bookcover of Customer Satisfaction
Booktitle:

Customer Satisfaction

The role of loyalty phases as a moderator on the relationship between satisfaction with service recovery and its drivers

LAP LAMBERT Academic Publishing (2013-05-08 )

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ISBN-13:

978-3-659-18293-8

ISBN-10:
3659182931
EAN:
9783659182938
Book language:
English
Blurb/Shorttext:
Service failures are inevitable. Customers tend not to complain when they happen. Given that we are able to stimulate customers complain, what actions should we take? We know what the drivers of satisfaction with service recovery are, but we do not know if they are of equal importance to all customers. Most likely not, if the loyalty phase the customer is in affects the relationship between satisfaction with service recovery and its antecedents.
Publishing house:
LAP LAMBERT Academic Publishing
Website:
https://www.lap-publishing.com/
By (author) :
Aygul Isayeva
Number of pages:
160
Published on:
2013-05-08
Stock:
Available
Category:
Advertisement, marketing
Price:
71.90 €
Keywords:
satisfaction with service recovery, loyalty phases, disconfirmation, Distributive justice, procedural justice, interactional justice

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