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An experimental investigation of customer reactions to process recovery communications

Yves Van Vaerenbergh UGent, Bart Larivière UGent and Iris Vermeir UGent (2009) Proceedings of the 11th Quality in Services Symposium (QUIS 11). p.698-698
Please use this url to cite or link to this publication:
author
organization
year
type
conference
publication status
published
subject
in
Proceedings of the 11th Quality in Services Symposium (QUIS 11)
editor
Bernd Stauss, Stephen W Brown, Bo Edvardsson and Robert Johnston
pages
698 - 698
publisher
Ingolstadt School of Management
place of publication
Catholic University Eichstaett-Ingolstadt, Germany
conference name
11th Quality in Services Symposium
conference location
Wolfsburg, Duitsland
conference start
2009-06-11
conference end
2009-06-14
ISBN
9783000273421
language
English
UGent publication?
yes
classification
C3
id
690243
handle
http://hdl.handle.net/1854/LU-690243
date created
2009-06-11 12:00:42
date last changed
2014-04-28 14:48:45
@inproceedings{690243,
  author       = {Van Vaerenbergh, Yves and Larivi{\`e}re, Bart and Vermeir, Iris},
  booktitle    = {Proceedings of the 11th Quality in Services Symposium (QUIS 11)},
  editor       = {Stauss, Bernd and Brown, Stephen W and Edvardsson, Bo and Johnston, Robert},
  isbn         = {9783000273421},
  language     = {eng},
  location     = {Wolfsburg, Duitsland},
  pages        = {698--698},
  publisher    = {Ingolstadt School of Management},
  title        = {An experimental investigation of customer reactions to process recovery communications},
  year         = {2009},
}

Chicago
Van Vaerenbergh, Yves, Bart Larivière, and Iris Vermeir. 2009. “An Experimental Investigation of Customer Reactions to Process Recovery Communications.” In Proceedings of the 11th Quality in Services Symposium (QUIS 11), ed. Bernd Stauss, Stephen W Brown, Bo Edvardsson, and Robert Johnston, 698–698. Catholic University Eichstaett-Ingolstadt, Germany: Ingolstadt School of Management.
APA
Van Vaerenbergh, Y., Larivière, B., & Vermeir, I. (2009). An experimental investigation of customer reactions to process recovery communications. In B. Stauss, S. W. Brown, B. Edvardsson, & R. Johnston (Eds.), Proceedings of the 11th Quality in Services Symposium (QUIS 11) (pp. 698–698). Presented at the 11th Quality in Services Symposium, Catholic University Eichstaett-Ingolstadt, Germany: Ingolstadt School of Management.
Vancouver
1.
Van Vaerenbergh Y, Larivière B, Vermeir I. An experimental investigation of customer reactions to process recovery communications. In: Stauss B, Brown SW, Edvardsson B, Johnston R, editors. Proceedings of the 11th Quality in Services Symposium (QUIS 11). Catholic University Eichstaett-Ingolstadt, Germany: Ingolstadt School of Management; 2009. p. 698–698.
MLA
Van Vaerenbergh, Yves, Bart Larivière, and Iris Vermeir. “An Experimental Investigation of Customer Reactions to Process Recovery Communications.” Proceedings of the 11th Quality in Services Symposium (QUIS 11). Ed. Bernd Stauss et al. Catholic University Eichstaett-Ingolstadt, Germany: Ingolstadt School of Management, 2009. 698–698. Print.