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Effectiveness of recovery actions on deviant customer behavior — the moderating role of gender.

This paper aims to examine how gender interacts with various recovery actions on perceived employee effort, complaint handling satisfaction, and behavioral intention in the case of deviant customer behavior in an East-Asian context. Study 1, a qualitative study, reveals that consumers expect compani...

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書誌詳細
主要な著者:	Boo, Huey Chern, Matilla, Anna S., Tan, Ching Yeng
フォーマット:	論文
言語:	English
出版事項:	Elsevier 2013
オンライン･アクセス:	http://psasir.upm.edu.my/id/eprint/30510/1/Effectiveness%20of%20recovery%20actions%20on%20deviant%20customer%20behavior.pdf http://psasir.upm.edu.my/id/eprint/30510/
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