Future research direction for customer satisfaction in relation to complaint handling and service recovery in e-commerce
Parveen Kumari, Satinder Kumar
| Year of publication: |
2020
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|---|---|
| Authors: | Kumari, Parveen ; Kumar, Satinder |
| Published in: |
International journal of electronic customer relationship management : IJECRM. - Genève [u.a.] : Inderscience Enterprises, ISSN 1750-0672, ZDB-ID 2447880-5. - Vol. 12.2020, 3, p. 191-204
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| Subject: | service recovery | customer satisfaction | interactional justice | procedural justice | distributive justice | e-commerce | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Gerechtigkeit | Justice | Electronic Commerce | E-commerce | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Verteilungsgerechtigkeit | Distributive justice | Online-Handel | Online retailing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1504/IJECRM.2020.110037 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10012509217