Self-service technology recovery : the effect of recovery initiation and locus of responsibility
Hung M. Dao & Aristeidis Theotokis
| Year of publication: |
2021
|
|---|---|
| Authors: | Dao, Hung M. ; Theotokis, Aristeidis |
| Published in: |
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation. - Thousand Oaks, CA : SAGE Publishing, ISSN 1094-9968, ZDB-ID 1424950-9. - Vol. 54.2021, p. 25-39
|
| Subject: | Locus of responsibility | Recovery disconfirmation | Recovery initiation | Self-service technology | SST recovery | Selbstbedienung | Self-service | Beschwerdemanagement | Complaint management | 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.intmar.2020.09.001 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012592151