E-service failure and recovery strategy in times of crisis : effect on peer attitudes, expectation and future intention

Pantea Foroudi, S. Asieh Hosseini Tabaghdehi, Valentina Cillo, Maria Teresa Cuomo

Year of publication:	2025
Authors:	Foroudi, Pantea ; Tabaghdehi, S. Asieh Hosseini ; Cillo, Valentina ; Cuomo, Maria Teresa
Subject:	Crisis management \| E-service failure strategy \| Future intention \| Peers’ attitude \| Peers’ expectations \| Proposed resolution \| Relationship termination \| Krisenmanagement \| Beschwerdemanagement \| Complaint management \| Dienstleistungsqualität \| Service quality \| Soziale Gruppe \| Social group \| Electronic Commerce \| E-commerce \| Beziehungsmarketing \| Relationship marketing \| Konsumentenverhalten \| Consumer behaviour \| Kundenzufriedenheit \| Customer satisfaction \| Meinung \| Opinion

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Type of publication:	Article
Type of publication (narrower categories):	Aufsatz in Zeitschrift ; Article in journal
Language:	English
Other identifiers:	10.1007/s11846-024-00762-0 [DOI]
Source:	ECONIS - Online Catalogue of the ZBW

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