The impact of service failure controllability on post-complaint consumer behavior : An empirical Analysis

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-222778