Buffering effects of brand community identification in service failures : the role of customer citizenship behaviors
Leonhard Mandl, Jens Hogreve
| Year of publication: |
2020
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| Authors: | Mandl, Leonhard ; Hogreve, Jens |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 107.2020, p. 130-137
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| Subject: | Brand community identification (BCI) | Customer citizenship behavior (CCB) | Mediation analysis | Repurchase intentions | Service failure | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Arbeitsverhalten | Work behaviour | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Markenführung | Brand management | Social Web | Social web |
| Type of publication: | Article |
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| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2018.09.008 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012156727