Customer Satisfaction: the Role of Loyalty Phases As a Moderator on the Relationship Between Satisfaction with Service Recovery and Its Drivers - Aygul Isayeva - Grāmatas - LAP LAMBERT Academic Publishing - 9783659182938 - 2013. gada 8. maijs
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Aygul Isayeva
Customer Satisfaction: the Role of Loyalty Phases As a Moderator on the Relationship Between Satisfaction with Service Recovery and Its Drivers

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Service failures are inevitable. Customers tend not to complain when they happen. Given that we are able to stimulate customers complain, what actions should we take? We know what the drivers of satisfaction with service recovery are, but we do not know if they are of equal importance to all customers. Most likely not, if the loyalty phase the customer is in affects the relationship between satisfaction with service recovery and its antecedents.

Mediji Grāmatas     Paperback Book   (Grāmata ar mīksto vāku un līmēto muguru)
Izlaists 2013. gada 8. maijs
ISBN13 9783659182938
Izdevēji LAP LAMBERT Academic Publishing
Lapas 160
Izmēri 150 × 9 × 225 mm   ·   256 g
Valoda Vācu  

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