Examining emotions linked to live chat services : the role of e-service quality and impact on word of mouth
Lova Rajaobelina, Isabelle Brun, Nour Kilani, Line Ricard
| Year of publication: |
2022
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|---|---|
| Authors: | Rajaobelina, Lova ; Brun, Isabelle ; Kilani, Nour ; Ricard, Line |
| Published in: |
Journal of financial services marketing. - London : Stewart Publ., ISSN 1479-1846, ZDB-ID 2031792-X. - Vol. 27.2022, 3, p. 232-249
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| Subject: | e-service quality | Word of mouth | Banking services | Emotions | Live chat services | Live support system, real-time communication | Dienstleistungsqualität | Service quality | Virales Marketing | Viral marketing | Emotion | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Electronic Commerce | E-commerce | Dienstleistungssektor | Service industry | Kommunikation | Communication |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1057/s41264-021-00119-8 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013390958