How to retain customers after a service failure? : An empirical analysis assessing the impact of immediate vs. Delayed compensation on post-complaint consumer behavior

von Aswege, Frederike; Kemper, Jan; Brettel, Malte

San Francisco, USA (2017)
Contribution to a conference proceedings

In: [Proceedings of the American Marketing Association (AMA) Educators' Summer Conference 2017, San Francisco, USA]