Mazhar, Muhammad; Ting, Ding Hooi; Abbasi, Amir Zaib; … - In: Cogent Business & Management 9 (2022) 1, pp. 1-23
Negative disconfirmation will usually lead to switching behaviour and attenuate customers' repurchase intentions, a … disconfirmation during the pandemic. Specifically, this study aims to examine service recovery as a moderator that can potentially … alleviate the adverse effect of negative disconfirmation on repurchase intention and switching intention. Online questionnaires …