Service failures and customer forgiveness in the healthcare sector

Yelena Tsarenko; Yuliya Strizhakova

Service failures and customer forgiveness in the healthcare sector

Department of Marketing

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

Original language	English
Title of host publication	2009 AMA Winter Educator's Conference: Marketing Theory and Applications
Editors	Kristy Reynolds, J Chris White
Place of Publication	Chicago Illinois USA
Publisher	American Marketing Association (AMA)
Pages	196 - 203
Number of pages	8
Volume	20
ISBN (Print)	0877573352
Publication status	Published - 2009
Event	AMA Winter Marketing Educators' Annual Conference 2009 - Tampa FL, United States of America Duration: 20 Feb 2009 → 20 Feb 2009

Conference

Conference	AMA Winter Marketing Educators' Annual Conference 2009
Country/Territory	United States of America
City	Tampa FL
Period	20/02/09 → 20/02/09

Cite this

@inproceedings{2e39ac56023c464180e0efca411b3038,

title = "Service failures and customer forgiveness in the healthcare sector",

author = "Yelena Tsarenko and Yuliya Strizhakova",

year = "2009",

language = "English",

isbn = "0877573352",

volume = "20",

pages = "196 -- 203",

editor = "Kristy Reynolds and White, {J Chris}",

booktitle = "2009 AMA Winter Educator's Conference: Marketing Theory and Applications",

publisher = "American Marketing Association (AMA)",

note = "AMA Winter Marketing Educators' Annual Conference 2009 ; Conference date: 20-02-2009 Through 20-02-2009",

}

Tsarenko, Y & Strizhakova, Y 2009, Service failures and customer forgiveness in the healthcare sector. in K Reynolds & JC White (eds), 2009 AMA Winter Educator's Conference: Marketing Theory and Applications. vol. 20, American Marketing Association (AMA), Chicago Illinois USA, pp. 196 - 203, AMA Winter Marketing Educators' Annual Conference 2009, Tampa FL, United States of America, 20/02/09.

Service failures and customer forgiveness in the healthcare sector. / Tsarenko, Yelena; Strizhakova, Yuliya.
2009 AMA Winter Educator's Conference: Marketing Theory and Applications. ed. / Kristy Reynolds; J Chris White. Vol. 20 Chicago Illinois USA: American Marketing Association (AMA), 2009. p. 196 - 203.

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

TY - GEN

T1 - Service failures and customer forgiveness in the healthcare sector

AU - Tsarenko, Yelena

AU - Strizhakova, Yuliya

PY - 2009

Y1 - 2009

M3 - Conference Paper

SN - 0877573352

VL - 20

SP - 196

EP - 203

BT - 2009 AMA Winter Educator's Conference: Marketing Theory and Applications

A2 - Reynolds, Kristy

A2 - White, J Chris

PB - American Marketing Association (AMA)

CY - Chicago Illinois USA

T2 - AMA Winter Marketing Educators' Annual Conference 2009

Y2 - 20 February 2009 through 20 February 2009

ER -