Unveiling the Recovery Time Zone of Tolerance: When Time Matters in Service Recovery

Hogreve J, Bilstein N, Mandl L (2017)
Journal of the Academy of Marketing Science 45(6): 866-883.

Zeitschriftenaufsatz | Veröffentlicht | Englisch
 
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Autor/in
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Stichworte
Service recovery; Customer relationships; Service failure; Customer betrayal; Customer anger; Explanation; Equity theory; Complaint status updates
Erscheinungsjahr
2017
Zeitschriftentitel
Journal of the Academy of Marketing Science
Band
45
Ausgabe
6
Seite(n)
866-883
eISSN
1552-7824
Page URI
https://pub.uni-bielefeld.de/record/2933570

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Hogreve J, Bilstein N, Mandl L. Unveiling the Recovery Time Zone of Tolerance: When Time Matters in Service Recovery. Journal of the Academy of Marketing Science. 2017;45(6):866-883.
Hogreve, J., Bilstein, N., & Mandl, L. (2017). Unveiling the Recovery Time Zone of Tolerance: When Time Matters in Service Recovery. Journal of the Academy of Marketing Science, 45(6), 866-883. doi:10.1007/s11747-017-0544-7
Hogreve, J., Bilstein, N., and Mandl, L. (2017). Unveiling the Recovery Time Zone of Tolerance: When Time Matters in Service Recovery. Journal of the Academy of Marketing Science 45, 866-883.
Hogreve, J., Bilstein, N., & Mandl, L., 2017. Unveiling the Recovery Time Zone of Tolerance: When Time Matters in Service Recovery. Journal of the Academy of Marketing Science, 45(6), p 866-883.
J. Hogreve, N. Bilstein, and L. Mandl, “Unveiling the Recovery Time Zone of Tolerance: When Time Matters in Service Recovery”, Journal of the Academy of Marketing Science, vol. 45, 2017, pp. 866-883.
Hogreve, J., Bilstein, N., Mandl, L.: Unveiling the Recovery Time Zone of Tolerance: When Time Matters in Service Recovery. Journal of the Academy of Marketing Science. 45, 866-883 (2017).
Hogreve, Jens, Bilstein, Nicola, and Mandl, Leonhard. “Unveiling the Recovery Time Zone of Tolerance: When Time Matters in Service Recovery”. Journal of the Academy of Marketing Science 45.6 (2017): 866-883.
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