Factors influencing consumer forgiveness : a systematic literature review and directions for future research
Year of publication: |
2023
|
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Authors: | Kim, Yungchul ; Ho, Ting Hin ; Tan, Lay Peng ; Casidy, Riza |
Published in: |
Journal of service theory and practice. - Bingley : Emerald, ISSN 2055-6233, ZDB-ID 2807318-6. - Vol. 33.2023, 5, p. 601-628
|
Subject: | Consumer forgiveness | Customer service journey | Service failure | Service recovery | Systematic literature review | Bibliometrie | Bibliometrics | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction |
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