Co-creation of online service recoveries and its effects on complaint bystanders
Clemens Hutzinger, Wolfgang J. Weitzl
| Year of publication: |
2021
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|---|---|
| Authors: | Hutzinger, Clemens ; Weitzl, Wolfgang |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 130.2021, p. 525-538
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| Subject: | Consumer engagement | Online complaints | Service failure | Service recovery | Social influence | Social media | Social Web | Social web | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Virales Marketing | Viral marketing | Kundenzufriedenheit | Customer satisfaction | Kundenintegration | Customer integration | Kundenservice | Customer service | Online-Marketing | Internet marketing | Online-Handel | Online retailing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2019.10.022 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012544868