Trust recovery tactics in financial services : the moderating role of service failure severity
Year of publication: |
2023
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Authors: | Raza, Ali ; Tsiotsou, Rodoula ; Sarfraz, Muhammad ; Ishaq, Muhammad Ishtiaq |
Published in: |
International journal of bank marketing. - Bingley : Emerald, ISSN 1758-5937, ZDB-ID 2032104-1. - Vol. 41.2023, 7, p. 1611-1639
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Subject: | Apology | Explanation | Failure severity | Financial services | Investigation | Millennials | Trust | Trust recovery tactics | Finanzdienstleistung | Vertrauen | Confidence | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing |
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