Is customer participation always good in service recovery? : the moderating role of customers' positive psychological capital
Meteb Naif Alotaibi, Walid Chaouali, Samiha Mjahed Hammami, Klaus Schoefer, Narjess Aloui and Mahmoud Abdulhamid Saleh
| Year of publication: |
2023
|
|---|---|
| Authors: | Alotaibi, Meteb Naif ; Chaouali, Walid ; Hammami, Samiha Mjahed ; Schoefer, Klaus ; Aloui, Narjess ; Saleh, Mahmoud Abdulhamid |
| Published in: |
International journal of bank marketing. - Bingley : Emerald, ISSN 1758-5937, ZDB-ID 2032104-1. - Vol. 41.2023, 3, p. 457-484
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| Subject: | Customer participation | Hedonic value | Positive psychological capital | Service recovery | SmartPLS | Utilitarian value | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Kundenwert | Customer value | Persönlichkeitspsychologie | Personality psychology | Kundenservice | Customer service | Emotion |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/IJBM-03-2022-0101 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014267032