The effects of service recovery on consumer satisfaction: a comparison between complainants and non-complainants (English)
- New search for: Kau, Ah-Keng
- New search for: Wan-Yiun Loh, Elizabeth
- New search for: Kau, Ah-Keng
- New search for: Wan-Yiun Loh, Elizabeth
In:
Journal of Services Marketing
;
20
, 2
;
101-111
;
2006
-
ISSN:
- Article (Journal) / Electronic Resource
-
Title:The effects of service recovery on consumer satisfaction: a comparison between complainants and non-complainants
-
Contributors:Kau, Ah-Keng ( author ) / Wan-Yiun Loh, Elizabeth ( author )
-
Published in:Journal of Services Marketing ; 20, 2 ; 101-111
-
Publisher:
- New search for: Emerald Group Publishing Limited
-
Publication date:2006-02-01
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Size:11 pages
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ISSN:
-
DOI:
-
Type of media:Article (Journal)
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Type of material:Electronic Resource
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Language:English
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Keywords:
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Source:
Table of contents – Volume 20, Issue 2
The tables of contents are generated automatically and are based on the data records of the individual contributions available in the index of the TIB portal. The display of the Tables of Contents may therefore be incomplete.
- 83
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The good guys don't always win: the effect of valence on service perceptions and consequencesBrady, Michael K. / Voorhees, Clay M. / Cronin, J. Joseph / Bourdeau, Brian L. et al. | 2006
- 92
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Consumer politeness and complaining behaviorLerman, Dawn et al. | 2006
- 101
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The effects of service recovery on consumer satisfaction: a comparison between complainants and non-complainantsKau, Ah-Keng / Wan-Yiun Loh, Elizabeth et al. | 2006
- 112
-
On-screen characters: their design and influence on consumer trustLuo, J.T. / McGoldrick, Peter / Beatty, Susan / Keeling, Kathleen A. et al. | 2006
- 125
-
Why consumers use and do not use technology-enabled servicesWalker, Rhett H. / Johnson, Lester W. et al. | 2006
- 136
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Service orientation and performance: an organizational perspectiveLytle, Richard S. / Timmerman, John E. et al. | 2006
- 148
-
Services Marketing in Asia: A Case Book| 2006
- 148
-
Complaint Management – The Heart of CRM| 2006