CSR-authenticity and conciliation after service failure : the role of apology and compensation
Year of publication: |
2023
|
---|---|
Authors: | Atav, Gizem ; Chatterjee, Subimal ; Kuru, Basak |
Published in: |
Journal of consumer marketing. - Bradford : Emerald, ISSN 2052-1200, ZDB-ID 2032361-X. - Vol. 40.2023, 7, p. 911-925
|
Subject: | Authenticity | CSR | Service failure | Service recovery | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Corporate Social Responsibility | Corporate social responsibility | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing |
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