An investigation of customers' recovery expectations after service failure : evidence from e-commerce settings at different stages of maturity
Yllka Azemi and Ranjan Kini
| Year of publication: |
2022
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|---|---|
| Authors: | Azemi, Yllka ; Kini, Ranjan |
| Published in: |
Journal of international consumer marketing. - Philadelphia, PA : Routledge, Taylor & Francis Group, ISSN 1528-7068, ZDB-ID 2069279-1. - Vol. 34.2022, 5, p. 537-551
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| Subject: | Double deviation | e-commerce customer recovery expectations | recovery cues | recovery satisfaction | service recovery paradox | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Electronic Commerce | E-commerce | Konsumentenverhalten | Consumer behaviour | Online-Handel | Online retailing | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/08961530.2021.2012313 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013465897