Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Gianfranco Walsh, Edward Shiu, Mario Schaarschmidt, Louise M. Hassan
| Year of publication: |
2022
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|---|---|
| Authors: | Walsh, Gianfranco ; Shiu, Edward ; Schaarschmidt, Mario ; Hassan, Louise |
| Published in: |
Psychology & marketing. - New York, NY : Wiley Interscience, ISSN 1520-6793, ZDB-ID 2002068-5. - Vol. 39.2022, 12, p. 2361-2383
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| Subject: | apology emails | Digital presence | employee photographs | service failure | service recovery | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | E-Mail | E-mail | Kundenservice | Customer service | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1002/mar.21724 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013465198