Customer Service Failure Evaluations in Diverse Airlines Business Models
نویسندگان
چکیده
منابع مشابه
Synopsis Customer Evaluations of Service Failure and Recovery Encounters
Despite the compelling evidence linking complaint handling to subsequent purchase behaviour, relatively little progress has been made in developing a theoretical understanding of how consumers evaluate a company‘s response to their complaints. One construct that has shown promise in explaining individuals’ reactions to a variety of conflict situations is perceived justice. This theoretical pers...
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ژورنال
عنوان ژورنال: Ege Akademik Bakis (Ege Academic Review)
سال: 2019
ISSN: 1303-099X
DOI: 10.21121/eab.527219