Opportunistic customer claiming during service recovery

Journal of the Academy of Marketing Science

Volumn 38, Issue 5, 2010, Pages 654-675

  Wirtz, Jochen ^a   McColl Kennedy, Janet R ^b  

^a NATIONAL UNIVERSITY OF SINGAPORE   (Singapore)

^b UNIVERSITY OF QUEENSLAND   (Australia)

Author keywords

Cheating; Claiming; Justice; Opportunistic customer behavior; Service recovery

Indexed keywords

EID: 77955851250     PISSN: 00920703     EISSN: None     Source Type: Journal    
DOI: 10.1007/s11747-009-0177-6     Document Type: Article

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