Consumer cynicism in service failures
Hai-Anh Tran, Yuliya Strizhakova, Bryan Usrey, Samuel Johnson
| Year of publication: |
2022
|
|---|---|
| Authors: | Tran, Hai-Anh ; Strizhakova, Yuliya ; Usrey, Bryan ; Johnson, Samuel |
| Published in: |
Psychology & marketing. - New York, NY : Wiley Interscience, ISSN 1520-6793, ZDB-ID 2002068-5. - Vol. 39.2022, 2, p. 346-359
|
| Subject: | apology | cocreation | cynicism | empathy | eWOM | service sailure | Emotion | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Virales Marketing | Viral marketing |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1002/mar.21599 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012796107