Work

Beyond Just Being Dissatisfied: How Angry and Helpless Customers React to Failures When Using Self-Service Technologies

Year: 2009

Type: article

Source: Schmalenbach Business Review

DOI: 10.1007/bf03396779

Author: Katja Gelbrich

Institution: Technische Universität Ilmenau

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W1563547708

FWCI: 5.91

Cites: 42

Cited by: 53

Related to: 10