Customer attribution of service failure and its impact in social commerce environment
Yaeeun Kim (The Fox School of Business, Temple University, Philadelphia, USA), Younghoon Chang and Siew Fan Wong (Department of Information Systems, Sunway University, Selangor, Malaysia), Myeong-Cheol Park (Department of Business and Technology Management, Korea Advanced Institute of Science and Technology, Daejeon, South Korea)
| Year of publication: |
2014
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|---|---|
| Authors: | Kim, Yaeeun ; Chang, Younghoon ; Siew Fan Wong ; Park, Myeong-cheol |
| Published in: |
International journal of electronic customer relationship management : IJECRM. - Genève : Inderscience Publ., ISSN 1750-0664, ZDB-ID 2422795-X. - Vol. 8.2014, 1/3, p. 136-158
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| Subject: | social commerce | service failure | perceived source of failure | attribution-affect-behaviour model | repurchase intention | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Social Web | Social web | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Online-Handel | Online retailing | Beziehungsmarketing | Relationship marketing | Electronic Commerce | E-commerce |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011471162