Examining the influence of forgiveness and its antecedents on consumer behavior : the moderating role of service failure severity
Year of publication: |
2023
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Authors: | Salagrama, Ramakrishna ; Prashar, Sanjeev ; Tata, Sai Vijay |
Published in: |
International journal of emerging markets. - Bradford : Emerald, ISSN 1746-8817, ZDB-ID 2242085-X. - Vol. 18.2023, 10, p. 3973-3994
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Subject: | Consumer forgiveness | Service failure severity | Stability | Controllability | Empathy | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Emotion | Beschwerdemanagement | Complaint management |
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