The influence of “buffering” variables on clients’ willingness to engage in dysfunctional behavior after a service failure
Much of the current service failure and recovery literature centres on reactive, post hoc measures that managers can take to address service failure. More importantly, much of the reported research has focused on managerial mechanisms under the direct control of service managers. This study shows th...
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| Format: | Article |
| Language: | English |
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AOSIS
2014-05-01
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| Series: | South African Journal of Economic and Management Sciences |
| Online Access: | https://sajems.org/index.php/sajems/article/view/689 |