"From fail to prevail" : how a salesperson's communication sentiment influences consumer forgiveness in service failures focusing on the role of consumer self-construal
Year of publication: |
2024
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Authors: | Luo, Jieqiong ; Yoo, Je Eun ; Park, Jeong Eun |
Published in: |
Journal of global scholars of marketing science : bridging Asia and the world ; JGSMS. - Abingdon, Oxon : Routledge, Taylor & Francis, ISSN 2163-9167, ZDB-ID 2659000-1. - Vol. 34.2024, 2, p. 231-252
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Subject: | communication sentiments | consumer forgiveness | sales communication | self-construal | Service recovery | Konsumentenverhalten | Consumer behaviour | Kommunikation | Communication | Dienstleistungsqualität | Service quality | Emotion | Verkaufspersonal | Salespeople | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Interne Kommunikation | Internal communication | Kundenzufriedenheit | Customer satisfaction |
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