Pursuit of loyalty in service recovery : the roles of brand equity and cognitive reappraisal as moderators
Ahasan Harun, Md Rokonuzzaman
| Year of publication: |
2021
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|---|---|
| Authors: | Harun, Ahasan ; Rokonuzzaman, Md |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 62.2021, p. 1-11
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| Subject: | Customer complaints | Perception of justice | Service failure | Service recovery | Mobilkommunikation | Mobile communications | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Markenimage | Brand image | Kundenservice | Customer service | Kognition | Cognition |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretconser.2021.102601 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012648862