Building trust through a personal touch : consumer response to service failure and recovery of home-sharing
Lu Lu, Ruiying Cai, Ceridwyn King
| Year of publication: |
2020
|
|---|---|
| Authors: | Lu, Lu ; Cai, Ruiying ; King, Ceridwyn |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 117.2020, p. 99-111
|
| Subject: | Service failure | Service recovery | Sharing economy | Interaction style | Trust | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Vertrauen | Confidence | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Dienstleistungssektor | Service industry |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2020.05.049 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012285524