How the response to service incidents change customer–firm relationships

Coelho, P. S., Rita, P., & Ramos, R. F. (2022). How the response to service incidents change customer–firm relationships. European Journal of Management and Business Economics. [Advanced online publication on 10 May 2022]. https://doi.org/10.1108/EJMBE-05-2021-0157

Bibliographic Details
Main Author: Coelho, Pedro Simões (author)
Other Authors: Rita, Paulo (author), Ramos, Ricardo F. (author)
Format: article
Language:eng
Published: 2022
Subjects:
Customer relationships
Service incidents
Expectancy and disconfirmation
Benevolence
Opportunism
Business and International Management
Finance
Tourism, Leisure and Hospitality Management
Strategy and Management
Organizational Behavior and Human Resource Management
Marketing
Online Access:http://hdl.handle.net/10362/137791
Country:Portugal
Oai:oai:run.unl.pt:10362/137791

Internet

http://hdl.handle.net/10362/137791

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