Service failures in times of crisis : an analysis of eWOM emotionality
Maximilian H.E.E. Gerrath, Alexander Mafael, Aulona Ulqinaku, Alessandro Biraglia
| Year of publication: |
2023
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|---|---|
| Authors: | Gerrath, Maximilian H. E. E. ; Mafael, Alexander ; Ulqinaku, Aulona ; Biraglia, Alessandro |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 154.2023, p. 1-12
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| Subject: | Automated text analysis | COVID-19 | eWOM | Exogenous shock | Service failure | Coronavirus | Dienstleistungsqualität | Service quality | Emotion | Virales Marketing | Viral marketing | Schock | Shock | Beschwerdemanagement | Complaint management | Kundenservice | Customer service | 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.jbusres.2022.113349 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013468762