Is It Possible to Retain Customer Loyalty When a Service Has Failed?-Reference-Cited by-同舟云学术

Is It Possible to Retain Customer Loyalty When a Service Has Failed?

Published:2014-06-18 Issue:5 Volume:25 Page:599-613
ISSN:1090-8471
Container-title:Human Factors and Ergonomics in Manufacturing & Service Industries
language:en
Short-container-title:Hum. Factors Man.

Author:

Marimon Frederic¹,Alonso-Almeida María del Mar²,Bernardo Merce³,Llach Josep⁴

Affiliation:

1. Departament d’Organitzacio d’Empreses, Facultat de Ciencies Economiques i Socials; Universitat Internacional de Catalunya; Barcelona Spain

2. Departamento de Organizacion de Empresas, Facultad de Economia y Organizacion de Empresas; Universidad Autonoma de Madrid; Madrid Spain

3. Departament d’Economia i Organitzacio d’Empreses, Facultat d’Economia i Empresa; Universitat de Barcelona; Barcelona Spain

4. Departament d’Organitzacio, Gestio Empresarial i Disseny de Producte, Escola Politecnica Superior; Universitat de Girona; Girona Spain

Publisher

Wiley

Subject

Industrial and Manufacturing Engineering,Human Factors and Ergonomics

Link

Reference94 articles.

4. An integrative approach to the assessment of e-commerce quality;Barnes;Journal of Electronic Commerce Research,2002

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