Exploring consumer conflict management in service encounters

Journal of the Academy of Marketing Science

Volumn 38, Issue 5, 2010, Pages 617-633

  Beverland, Michael B ^a   Kates, Steven M ^b   Lindgreen, Adam ^c   Chung, Emily ^a  

^a RMIT UNIVERSITY   (Australia)

^b SIMON FRASER UNIVERSITY   (Canada)

^c UNIVERSITY OF HULL   (United Kingdom)

Author keywords

Brand relationships; Consumer conflict styles; Grounded theory; Service recovery

Indexed keywords

EID: 77955851252     PISSN: 00920703     EISSN: None     Source Type: Journal    
DOI: 10.1007/s11747-009-0162-0     Document Type: Article

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