Rosenmayer, Anneliese; McQuilken, Lisa; Robertson, Nichola - In: Journal of Services Marketing 32 (2018) 3, pp. 269-285
Purpose: This paper aims to present two updated typologies of service failures and recoveries in the omni-channel context. These typologies are based on customer complaints and recoveries collected from the corporate Facebook pages of four omni-channel department stores, two operating in...