Losses loom longer than gains: Modeling the impact of service crises on perceived service quality over time

Journal of Marketing Research

Volumn 52, Issue 5, 2015, Pages 642-656

  Gijsenberg, Maarten J ^a   Van Heerde, Harald J ^b   Verhoef, Peter C ^a  

^a UNIVERSITY OF GRONINGEN   (Netherlands)

^b MASSEY UNIVERSITY   (New Zealand)

Author keywords

Prospect theory; Service crises; Service quality; Time series models

Indexed keywords

EID: 84945133383     PISSN: 00222437     EISSN: 15477193     Source Type: Journal    
DOI: 10.1509/jmr.14.0140     Document Type: Conference Paper

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