Service recovery strategies for crowdsourced transportation : an examination of their impacts on user loyalty
Year of publication: |
2023
|
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Authors: | Yuen, Kum Fai ; Song, Simin ; Li, Xue ; Wang, Xueqin |
Published in: |
Technology analysis & strategic management. - London : Taylor & Francis Group, ISSN 1465-3990, ZDB-ID 1485021-7. - Vol. 35.2023, 5, p. 523-537
|
Subject: | Crowdsourcing | service failure | service recovery | structural equation modelling | transportation | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Strukturgleichungsmodell | Structural equation model | Beziehungsmarketing | Relationship marketing |
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