All's well that ends well : effective recovery from failures during the delivery phase of e-retailing process
Hamed Jafarzadeh, Mahdi Tafti, Ali Intezari, Babak Sohrabi
| Year of publication: |
2021
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|---|---|
| Authors: | Jafarzadeh, Hamed ; Tafti, Mahdi ; Intezari, Ali ; Sohrabi, Babak |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 62.2021, p. 1-13
|
| Subject: | ANOVA | Brand strength | Compensation | Criticality | Delivery failure | Delivery recovery | Hypothetical scenario-based experiment | Recovery endeavor | Service failure in delivery phase | Service recovery | Time | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Beziehungsmarketing | Relationship marketing |