How consumers respond to embarrassing service encounters : a dehumanization perspective
Year of publication: |
2023
|
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Authors: | Sun, Yixia ; Wang, Xuehua ; Hoegg, JoAndrea ; Dahl, Darren W. |
Published in: |
Journal of marketing research. - Thousand Oaks, CA : Sage Publishing, ISSN 1547-7193, ZDB-ID 2066604-4. - Vol. 60.2023, 4, p. 646-664
|
Subject: | embarrassment | self-service | mechanistic service | dehumanization | Konsumentenverhalten | Consumer behaviour | Selbstbedienung | Self-service | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction |
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