Managing online service recovery : procedures, justice and customer satisfaction
Jaywant Singh and Benedetta Crisafulli
| Year of publication: |
2016
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|---|---|
| Authors: | Singh, Jaywant ; Crisafulli, Benedetta |
| Published in: |
Journal of service theory and practice : JSTP. - Bingley : Emerald, ISSN 2055-6225, ZDB-ID 2819789-6. - Vol. 26.2016, 6, p. 764-787
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| Subject: | PLS-SEM | Perceived justice | Experiment | Online service failure and recovery | Subscription and non-subscription markets | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Gerechtigkeit | Justice | Konsumentenverhalten | Consumer behaviour | Online-Handel | Online retailing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JSTP-01-2015-0013 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011599230