作者
Krisztina Kolos, Zsofia Kenesei
发表日期
2009
期刊
APSTRACT: Applied Studies in Agribusiness and Commerce
卷号
4
页码范围
65-68
简介
The purpose of this study is to investigate the effectiveness of service recovery tactics. The research included a qualitative study based on 30 interviews with customers and employees of a telecommunication company. This was followed by a quantitative study using between subject experimental designs based on scenarios. Our research results suggest that employees’ positive emotions and perceived control during the recovery process make consumers more satisfied.
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K Kolos, Z Kenesei - APSTRACT: Applied Studies in Agribusiness and …, 2009