Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Year of publication: |
2022
|
---|---|
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
|
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 |
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