How to repair customer trust after negative publicity : the roles of competence, integrity, benevolence, and forgiveness
Year of publication: |
2009
|
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Authors: | Xie, Yi ; Peng, Siqing |
Published in: |
Psychology & marketing. - Hoboken, NJ : Wiley Blackwell, ISSN 0742-6046, ZDB-ID 226933-8. - Vol. 26.2009, 7, p. 572-589
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Subject: | Firmenimage | Corporate reputation | Konsumentenverhalten | Consumer behaviour | Vertrauen | Confidence | Szenariotechnik | Scenario analysis |
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