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Customers’ emotions in service failure and recovery: a meta-analysis |
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| Authors: | Valentini Sara Orsingher Chiara Polyakova Alexandra |
| Institution: | 1.Department Management, University of Bologna, Via Capo di Lucca, 34, 40126, Bologna, Italy ;2.Department of Strategy & Marketing, University of Sussex Business School, Brighton, BN1 9SL, UK ; |
| Abstract: | Marketing Letters - Customers’ emotions have emerged as a dominant dimension in the complaint-handling domain. This research provides a quantitative synthesis of the role of emotions... |
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| 本文献已被 SpringerLink 等数据库收录！ | |