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Effects of service mechanisms and modes on customers' attributions about service delivery · Study

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ArticleEffects of service mechanisms and modes on customers' attributions about service delivery

Markus Groth2001

Article2001

Effects of service mechanisms and modes on customers' attributions about service delivery

Markus Groth · Barbara A. Gutek · Bambi M. Douma

17 citations·0/0 files stored·Journal of Quality Management

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Customer Service Quality and Loyalty Service and Product Innovation AI in Service Interactions

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References

1958The psychology of interpersonal relations.1985An attributional theory of achievement motivation and emotion.1978Learned helplessness in humans: Critique and reformulation.1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1967Attribution theory in social psychology 1987Attribution: Perceiving the Causes of Behavior 1985Problems and Strategies in Services Marketing 1979A theory of motivation for some classroom experiences.

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Year2001

Typearticle

Published2001-01-01

VenueJournal of Quality Management

ISSN-L1084-8568

Languageen

Citations17

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s1084-8568(01)00043-8

openalex_workW2077085475

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