An exploration of consumers' response to online service recovery initiatives
Year of publication: |
2017
|
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Authors: | Ozuem, Wilson ; Patel, Amisha ; Howell, Kerry E. ; Lancaster, Geoffrey |
Published in: |
International journal of market research : JMRS ; the journal of the Market Research Society. - [London?] : Sage, ISSN 1470-7853, ZDB-ID 2006314-3. - Vol. 59.2017, 1, p. 97-116
|
Subject: | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Online-Handel | Online retailing | Beziehungsmarketing | Relationship marketing | Virales Marketing | Viral marketing |
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