Service guarantees in an e-commerce platform : proposition of a framework based on customers' expectations, negative experiences and behavioural responses
Year of publication: |
2023
|
---|---|
Authors: | Oliveira, Alessandro Silva de ; Souki, Gustavo Quiroga ; Silva, Dirceu da ; Rezende, Daniel Carvalho de ; Batinga, Georgiana Luna |
Published in: |
Asia-Pacific journal of business administration. - Bradford : Emerald, ISSN 1757-4331, ZDB-ID 2500536-4. - Vol. 15.2023, 2, p. 225-244
|
Subject: | Consumer attitudes | Consumer behaviour | Covid-19 impacts | Customer experience | Internet business | Online platforms | Konsumentenverhalten | Electronic Commerce | E-commerce | Beziehungsmarketing | Relationship marketing | Online-Handel | Online retailing | Digitale Plattform | Digital platform | Kundenzufriedenheit | Customer satisfaction | Coronavirus | Internet | Dienstleistungsqualität | Service quality |
-
Impacts of service guarantees on consumers' perceived quality and satisfaction in e-commerce
Oliveira, Alessandro Silva de, (2023)
-
Klaus, Philipp, (2013)
-
Models of customer experience for B2C e-commerce enterprises
Pei, Yilei, (2016)
- More ...
-
Impacts of service guarantees on consumers' perceived quality and satisfaction in e-commerce
Oliveira, Alessandro Silva de, (2023)
-
Souki, Gustavo Quiroga, (2023)
-
Chinelato, Flavia Braga, (2023)
- More ...