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

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

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

Authors

Selected Authors

von Aswege, Frederike
Kemper, Jan
Brettel, Malte

Identifier

  • REPORT NUMBER: RWTH-CONV-222774