Do customer relationships mitigate or amplify failure responses?

Velitchka D. Kaltcheva; Robert D. Winsor; A. Parasuraman

doi:10.1016/j.jbusres.2011.12.031

Do customer relationships mitigate or amplify failure responses?

Velitchka D. Kaltcheva, Robert D. Winsor, A. Parasuraman

University of Miami

Research output: Contribution to journal › Article › peer-review

Original language	English
Pages (from-to)	525-532
Number of pages	8
Journal	Journal of Business Research
Volume	66
Issue number	4
DOIs	https://doi.org/10.1016/j.jbusres.2011.12.031
State	Published - Apr 2013

ASJC Scopus Subject Areas

Marketing

Keywords

Complaining
Patronage
Relationships
Service failure
Word-of-mouth

Access to Document

10.1016/j.jbusres.2011.12.031

Cite this

@article{4fdf946438254575ba9b2ae4201ec674,

title = "Do customer relationships mitigate or amplify failure responses?",

keywords = "Complaining, Patronage, Relationships, Service failure, Word-of-mouth",

author = "Kaltcheva, {Velitchka D.} and Winsor, {Robert D.} and A. Parasuraman",

year = "2013",

month = apr,

doi = "10.1016/j.jbusres.2011.12.031",

language = "English",

volume = "66",

pages = "525--532",

journal = "Journal of Business Research",

issn = "0148-2963",