The role of the store in managing postpurchase complaints for omnichannel shoppers
Year of publication: |
2020
|
---|---|
Authors: | Miquel-Romero, Maria-Jose ; Frasquet Deltoro, Marta ; Mollá Descals, Alejandro |
Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 109.2020, p. 288-296
|
Subject: | Assertiveness | Complaint channel | Dissatisfaction | fsQCA | Physical stores | Redress seeking | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Vertriebsweg | Distribution channel |
-
The impact of customer compassion on face-to-face and online complaints
Hwang, Yoo Hee, (2020)
-
Consumer complaint channel choice in online and offline purchases
Lee, Seul, (2012)
-
The impact of consumer returns on the multichannel sales strategies of manufacturers
Letizia, Paolo, (2018)
- More ...
-
Omnichannel retailer brand experience : conceptualisation and proposal of a comprehensive scale
Frasquet Deltoro, Marta, (2021)
-
Chimborazo-Azogue, Luis Edwin, (2022)
-
Consumer motivations for click-and-collect and home delivery in online shopping
Miquel-Romero, Maria-Jose, (2018)
- More ...