What Makes Customers Discontent with Service Providers? An Empirical Analysis of Complaint Handling in Information and Communication Technology Services
The effectiveness of complaint handling and service recovery policies in customer retention has been the focus of both scholars and service organizations. In the past decade, Justice Theory has provided the basis of the dominant theoretical framework for complaint management and service recovery. Ho...
| Authors: | ; |
|---|---|
| Format: | Electronic Article |
| Language: | English |
| Check availability: | HBZ Gateway |
| Journals Online & Print: | Drawer...
|
| Fernleihe: | Fernleihe für die Fachinformationsdienste |
| Published: |
Springer Science + Business Media B. V
2010
|
| In: |
Journal of business ethics
Year: 2010, Volume: 91, Issue: 1, Pages: 73-110 |
| Further subjects: | B
Perceived Potential Harm
B Ethical Judgment B complaint handling B Fairness Theory B Justice Theory |
| Online Access: |
Volltext (lizenzpflichtig) |