Master Thesis Online
The impact of language use during service recovery on customer outcomes
Bastin, Maxime 
Promotor(s) :
Hazee, Simon
Date of defense : 15-Jan-2018/19-Jan-2018 • Permalink : http://hdl.handle.net/2268.2/4392
Details
| Title : | The impact of language use during service recovery on customer outcomes |
| Translated title : | [fr] L'impact de la langue utilisée sur la satisfaction du client durant le service recovery |
| Author : | Bastin, Maxime
|
| Date of defense : | 15-Jan-2018/19-Jan-2018 |
| Advisor(s) : | Hazee, Simon
|
| Committee's member(s) : | Tondeur, Jean
Ghilissen, Michael
|
| Language : | English |
| Number of pages : | 77 |
| Keywords : | [en] Service recovery [en] Language convergence [en] customers' satisfaction [en] Word-of-mouth |
| Discipline(s) : | Business & economic sciences > Marketing |
| Institution(s) : | Université de Liège, Liège, Belgique |
| Degree: | Master en sciences de gestion |
| Faculty: | Master thesis of the HEC-Ecole de gestion de l'Université de Liège |
Abstract
[en] To measure the impact of language convergence/divergence on the effectiveness of service recovery
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Maxime BASTIN_Research Thesis_2017-2018.pdf
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