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

Köcher, Sören (Corresponding author); Küsgen, Sarah; Holzmüller, Hartmut H.

Cham : Springer International Publishing (2016)
Contribution to a book, Contribution to a conference proceedings

In: 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)/Article-Nr.: 879-880