Perceived injustice and brand love : the effectiveness of sympathetic vs empathetic responses to address consumer complaints of unjust specific service encounters
Year of publication: |
2023
|
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Authors: | Ahmad, Fayez ; Guzman, Francisco |
Published in: |
The journal of product & brand management. - Bingley : Emerald, ISSN 2054-1643, ZDB-ID 2020682-3. - Vol. 32.2023, 6, p. 849-862
|
Subject: | Brand love | Empathy | Perceived injustice | Service encounter | Sympathy | Willingness to punish | Konsumentenverhalten | Consumer behaviour | Emotion | Beschwerdemanagement | Complaint management | Markenführung | Brand management | Gerechtigkeit | Justice | Markenartikel | Brand | Kundenzufriedenheit | Customer satisfaction | Markenimage | Brand image |
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