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The impact of customer knowledge and customer relationship management on service quality

✍ Scribed by Tseng, Shu Mei (author);Wu, Pin Hong (author)

Book ID
124049769
Publisher
Emerald Group Publishing Ltd.
Year
2014
Tongue
English
Weight
136 KB
Volume
6
Category
Article
ISSN
1756-669X

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✍ Rodolfo VΓ‘zquez-Casielles; Leticia SuΓ‘rez Álvarez; Ana Maria DΓ­az MartΓ­n πŸ“‚ Article πŸ“… 2010 πŸ› John Wiley and Sons 🌐 English βš– 128 KB

## Abstract This article aims to build on previous research analyzing the effects of perceived justice on customers' satisfaction with service recovery and the attitudinal consequences of the recovery strategies firms adopt after service failures occur. The results obtained from a conceptual model