Consumer complaints and recovery through guaranteeing self-service technology

journal contribution

posted on 2012-01-01, 00:00 authored by Nichola RobertsonNichola Robertson, Lisa McQuilken, J Kandampully

Consumer complaints and recovery through guaranteeing self-service technology

History

Journal

Journal of consumer behaviour : an international research review

Volume

11

Season

January - February

Pagination

21 - 30

Location

West Sussex, England

ISSN

1472-0817

Language

eng

Publication classification

C1 Refereed article in a scholarly journal

Copyright notice

2011, John Wiley & Sons, Ltd.

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Keywords

Consumer complaints Self-service technology Service recovery Service guarantees Social Sciences Business Business & Economics CUSTOMER SATISFACTION FAILURE STRATEGIES BEHAVIOR QUALITY ONLINE VOICE

Licence

All Rights Reserved

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