"From fail to prevail" : how a salesperson's communication sentiment influences consumer forgiveness in service failures focusing on the role of consumer self-construal
Jieqiong Luo, Je Eun Yoo and Jeong Eun Park
| Year of publication: |
2024
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|---|---|
| Authors: | Luo, Jieqiong ; Yoo, Je Eun ; Park, Jeong Eun |
| Published in: |
Journal of global scholars of marketing science : bridging Asia and the world ; JGSMS. - Abingdon, Oxon : Routledge, Taylor & Francis, ISSN 2163-9167, ZDB-ID 2659000-1. - Vol. 34.2024, 2, p. 231-252
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| Subject: | communication sentiments | consumer forgiveness | sales communication | self-construal | Service recovery | Konsumentenverhalten | Consumer behaviour | Kommunikation | Communication | Emotion | Beschwerdemanagement | Complaint management | Verkaufspersonal | Salespeople | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Persönlichkeitspsychologie | Personality psychology | Interne Kommunikation | Internal communication |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/21639159.2023.2276395 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014511630