"Do not be Deteriorated by service failures, Learn from them and start managing it" : conditions and mechanisms for managing online service failures
C Manu, S Sreejesh
| Year of publication: |
2024
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|---|---|
| Authors: | Manu C ; Sreejesh, S. |
| Published in: |
Journal of retailing and consumer services. - Amsterdam : Elsevier Science, ISSN 0969-6989, ZDB-ID 2020784-0. - Vol. 81.2024, Art.-No. 104017, p. 1-18
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| Subject: | Channels of booking | Customer expectancy | Customer participation | Recovery types | Service failure | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretconser.2024.104017 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015123434