Customer Evaluations of Service Failure and Recovery Encounters

By Klaus Schofer and Klaus Schöfer

Doctoral Thesis / Dissertation from the year 2002 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1.3, University of Nottingham, language: English, abstract: Although there is a substantial literature on customer (dis)satisfaction and complaining behaviour, relatively little progress has been made in developing a theoretical understanding of how consumer evaluate a company's response to service failure and ... Die Arbeit erhielt den ITB Wissenschaftspreis 2004

• Format: Paperback
• Language: English
• ISBN: 3867467439
• ISBN13: 9783867467438
• Release Date: March 2012
• Publisher: Examicus Verlag
• Length: 284 Pages
• Weight: 0.82 lbs.
• Dimensions: 0.6" x 5.8" x 8.3"