A cross-national service strategy to manage product returns : e-tailers' return policies and the legitimating role of the institutional environment
Year of publication: |
2022
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Authors: | Gäthke, Jana ; Gelbrich, Katja ; Chen, Shan |
Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 25.2022, 3, p. 402-421
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Subject: | cross-cultural service strategy | e-tailing | institutional theory | legitimacy | product returns | self-construal | Institutionenökonomik | Institutional economics | Kundenservice | Customer service | Einzelhandel | Retail trade | Online-Handel | Online retailing | Beschwerdemanagement | Complaint management | Legitimität | Legitimacy |
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