Is it possible to increase customer satisfaction after a complaint? The service recovery paradox in retailing

Research on Service Recovery Paradox is scarce and sometimes contradictory. Our aim is to verify its compliance in the context of retailing and to analyse how consumer characteristics and shopping experience affects it. Considering a sample of consumers satisfied with the solution of their complaint...

Ausführliche Beschreibung

Bibliographische Detailangaben

Veröffentlicht in:	Universia business review 2015-04, Vol.46, p.54-69
Hauptverfasser:	Fayos-Gardó, Teresa, Moliner-Velázquez, Beatriz, Ruiz-Molina, Ma Eugenia
Format:	Artikel
Sprache:	spa
Schlagworte:	Consumers Customer service Retail trade Sample surveys Satisfaction Shopping
Online-Zugang:	Volltext
Tags:	Tag hinzufügen Keine Tags, Fügen Sie den ersten Tag hinzu!