Timing of apology after service failure: the moderating role of future interaction expectation on customer satisfaction - Concepedia

Concepedia

Publication | Closed Access

Timing of apology after service failure: the moderating role of future interaction expectation on customer satisfaction

18

Citations

31

References

2020

Year

Kyeong Sam Min, Jae Min Jung, Kisang Ryu, Curtis P. Haugtvedt, Sathiadev Mahesh, John Overton

Marketing Letters

ReliabilityCustomer SatisfactionService FailureService QualityService RecoveryService ResearchFuture Interaction ExpectationManagementBusinessService InteractionCustomer ParticipationCommunicationMarketingOrganizational Behavior

References

	Year	Citations

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