Customers complaints in online shopping : the role of signal credibility
Year of publication: |
2015
|
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Authors: | Hu, Mingyao ; Rabinovich, Elliot ; Hou, Hanping |
Published in: |
Journal of electronic commerce research : JECR. - Long Beach, Calif. : Univ., ISSN 1938-9027, ZDB-ID 2136755-3. - Vol. 16.2015, 2, p. 95-108
|
Subject: | online shopping | complaint intentions | signaling theory | expectation-confirmation theory | signal credibility | Online-Handel | Online retailing | Konsumentenverhalten | Consumer behaviour | Signalling | Beschwerdemanagement | Complaint management | Glaubwürdigkeit | Credibility | Beziehungsmarketing | Relationship marketing |
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