Service recovery, satisfaction and behaviour intentions: Analysis of compensation and social comparison communication strategies

  1. Vázquez-Casielles, R.
  2. Iglesias, V.
  3. Varela-Neira, C.
Revista:
Service Industries Journal

ISSN: 0264-2069 1743-9507

Ano de publicación: 2012

Volume: 32

Número: 1

Páxinas: 83-103

Tipo: Artigo

DOI: 10.1080/02642069.2010.511187 GOOGLE SCHOLAR