Luong, Duy Binh; Wu, Kuang-Wen; Vo, Thi Huong Giang - In: Journal of Services Marketing 35 (2021) 8, pp. 1000-1012
Purpose: This study aims to identify the factors of service recovery strategy that affect customer satisfaction. In addition, this study aims to explore the relationship between consumer satisfaction with service recovery and electronic word of mouth (e-WOM) in the online context....