Customer Evaluations of Service Failure and Recovery Encounters

Doctoral Thesis / Dissertation from the year 2002 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, 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