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

Aygul Isayeva

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Customer Satisfaction: the Role of Loyalty Phases As a Moderator on the Relationship Between Satisfaction with Service Recovery and Its Drivers

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.

Media Books     Paperback Book   (Book with soft cover and glued back)
Released May 8, 2013
ISBN13 9783659182938
Publishers LAP LAMBERT Academic Publishing
Pages 160
Dimensions 150 × 9 × 225 mm   ·   256 g
Language German  

See all of Aygul Isayeva ( e.g. Paperback Book )