Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures : does apology letter matter?
Nasrin Rasouli, S. Mostafa Rasoolimanesh, Atousa Kamangar Rahmani, Ayatollah Momayez, and Mohammad Amin Torabi
| Year of publication: |
2022
|
|---|---|
| Authors: | Rasouli, Nasrin ; Rasoolimanesh, S. Mostafa ; Rahmani, Atousa Kamangar ; Momayez, Ayatollah ; Torabi, Mohammad Amin |
| Subject: | brand betrayal | Customer forgiveness | outcomes of brand hate | restaurants | service failure | Gastronomie | Restaurant industry | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Markenführung | Brand management | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Markenartikel | Brand | Markenimage | Brand image |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/19368623.2022.2043800 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013327881