Multichannel service failure and recovery in a O2O era : a qualitative multi-method research in the banking services industry
João Reis, Marlene Amorim, Nuno Melão
| Year of publication: |
2019
|
|---|---|
| Authors: | Reis, João ; Amorim, Marlene ; Melão, Nuno |
| Published in: |
International journal of production economics. - Amsterdam [u.a.] : Elsevier, ISSN 0925-5273, ZDB-ID 1092526-0. - Vol. 215.2019, p. 24-33
|
| Subject: | Multichannel services | Failure | Recovery | Operations management | Offline channels | Online channels | Vertriebsweg | Distribution channel | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Dienstleistungssektor | Service industry | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijpe.2018.07.001 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012036645