Knocking Opportunities: The Impact of Damage Values on Opportunistic Customer Claiming Behavior After Service Failure

Cham / Springer International Publishing (2016) [Contribution to a book, Contribution to a conference proceedings]

Rediscovering the essentiality of marketing : proceedings of the 2015 Academy of Marketing Science (AMS) world marketing congress / edited by Luca Petruzzellis, Russell S. Winer
Page(s): 879-880



Köcher, Sören
Küsgen, Sarah
Holzmüller, Hartmut H.