Please explain why it happened! : How perceived justice and customer involvement affect post co-recovery evaluations : study of Iranian online shoppers
Year of publication: |
July 2016
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Authors: | Gohary, Ali ; Hamzelu, Bahman ; Alizadeh, Hamid |
Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 31.2016, p. 127-142
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Subject: | Co-creation | Service recovery | Involvement | Perceived Justice | Future co-creation tendency | Post-recovery evaluations | Konsumentenverhalten | Consumer behaviour | Kundenintegration | Customer integration | Dienstleistungsqualität | Service quality | Online-Handel | Online retailing | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Gerechtigkeit | Justice | Iran | Beschwerdemanagement | Complaint management |
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