Research on Satisfaction Recovery from Service Failure Due to Attitude Defect and Unfair Price: A Dy...
Research on Satisfaction Recovery from Service Failure Due to Attitude Defect and Unfair Price: A Dynamic and Longitudinal Evaluation Model Based on Customer Win-Back Management
About this item
Full title
Author / Creator
Publisher
Netherlands: Brill
Journal title
Language
English
Formats
Publication information
Publisher
Netherlands: Brill
Subjects
More information
Scope and Contents
Contents
Customer win-back is a cognitive process of satisfaction changing from a low level to a high level with service recovery strategies as the stimulus. Because prior research tends to view service recovery strategies as a static antecedent, it is difficult to analyze and observe how the recovery strategies affect satisfaction and repurchase intention...
Alternative Titles
Full title
Research on Satisfaction Recovery from Service Failure Due to Attitude Defect and Unfair Price: A Dynamic and Longitudinal Evaluation Model Based on Customer Win-Back Management
Authors, Artists and Contributors
Author / Creator
Identifiers
Primary Identifiers
Record Identifier
TN_cdi_proquest_journals_871767324
Permalink
https://devfeature-collection.sl.nsw.gov.au/record/TN_cdi_proquest_journals_871767324
Other Identifiers
ISSN
1673-7326
E-ISSN
1673-7431
DOI
10.1007/s11782-010-0103-2
