Consumer complaining behavior in banking : the influence of brand image on brand forgiveness and negative word-of-mouth
Year of publication: |
2024
|
---|---|
Authors: | Tosun, Petek ; Gürce, Merve Yanar |
Published in: |
Journal of financial services marketing. - London : Stewart Publ., ISSN 1479-1846, ZDB-ID 2031792-X. - Vol. 29.2024, 2, p. 203-213
|
Subject: | Brand trust | Brand forgiveness | CSR image | Personnel image | Consumer complaining behavior | Corporatesocial responsibility | Markenimage | Brand image | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Corporate Social Responsibility | Corporate social responsibility | Firmenimage | Corporate reputation | Virales Marketing | Viral marketing | Markenartikel | Brand | Beziehungsmarketing | Relationship marketing | Vertrauen | Confidence | Markenführung | Brand management |
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