"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
|
|---|---|
| Authors: | Luo, Jieqiong ; Yoo, Je Eun ; Park, Jeong Eun |
| 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 |
Online Resource
| 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