Work

Opportunistic customer claiming during service recovery

Year: 2009

Type: article

Source: Journal of the Academy of Marketing Science

DOI: 10.1007/s11747-009-0177-6

Authors: Jochen Wirtz, Janet R. McColl-Kennedy

Institutions: National University of Singapore, The University of Queensland

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: closed

OpenAlex ID: W2075210948

FWCI: 9.456

Cites: 60

Cited by: 165

Related to: 10