Co-creation of online service recoveries and its effects on complaint bystanders
Year of publication: |
2021
|
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Authors: | Hutzinger, Clemens ; Weitzl, Wolfgang |
Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 130.2021, p. 525-538
|
Subject: | Consumer engagement | Online complaints | Service failure | Service recovery | Social influence | Social media | Social Web | Social web | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Virales Marketing | Viral marketing | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Online-Marketing | Internet marketing | Kundenintegration | Customer integration |
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