Examining emotions linked to live chat services : the role of e-service quality and impact on word of mouth
Year of publication: |
2022
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Authors: | Rajaobelina, Lova ; Brun, Isabelle ; Kilani, Nour ; Ricard, Line |
Published in: |
Journal of financial services marketing. - London : Stewart Publ., ISSN 1479-1846, ZDB-ID 2031792-X. - Vol. 27.2022, 3, p. 232-249
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Subject: | e-service quality | Word of mouth | Banking services | Emotions | Live chat services | Live support system, real-time communication | Emotion | Dienstleistungsqualität | Service quality | Virales Marketing | Viral marketing | Kundenzufriedenheit | Customer satisfaction | Electronic Commerce | E-commerce | Konsumentenverhalten | Consumer behaviour |
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