How outraged customers react: the consequences of customer rage in service failure and intervention strategies

Wenjiao Zhang, Markus Blut, Klaus Schoefer

Research output: Chapter in Book or Report/Conference proceeding › Conference Proceeding › peer-review

Original language	English
Title of host publication	22nd International Colloquium on Relationship Marketing (ICRM)
Publication status	Published - 2014
Event	22nd International Colloquium on Relationship Marketing (ICRM) - Newcastle, United Kingdom Duration: 8 Sept 2014 → 10 Sept 2014

Conference	22nd International Colloquium on Relationship Marketing (ICRM)
Country/Territory	United Kingdom
City	Newcastle
Period	8/09/14 → 10/09/14

Cite this

@inproceedings{99c460c8ea7a49cd97884a186b8e13f9,

title = "How outraged customers react: the consequences of customer rage in service failure and intervention strategies",

author = "Wenjiao Zhang and Markus Blut and Klaus Schoefer",

year = "2014",

language = "English",

booktitle = "22nd International Colloquium on Relationship Marketing (ICRM)",

note = "22nd International Colloquium on Relationship Marketing (ICRM) ; Conference date: 08-09-2014 Through 10-09-2014",

}

TY - GEN

T1 - How outraged customers react: the consequences of customer rage in service failure and intervention strategies

AU - Zhang, Wenjiao

AU - Blut, Markus

AU - Schoefer, Klaus

PY - 2014

Y1 - 2014

M3 - Conference Proceeding

BT - 22nd International Colloquium on Relationship Marketing (ICRM)

T2 - 22nd International Colloquium on Relationship Marketing (ICRM)

Y2 - 8 September 2014 through 10 September 2014

ER -