Investigating the effects of service recovery strategies on consumer forgiveness and post-trust in the food delivery sector
Martin Gannon, Babak Taheri, Jamie Thompson, Roya Rahimi, Bendegul Okumus
| Year of publication: |
2022
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|---|---|
| Authors: | Gannon, Martin ; Taheri, Babak ; Rahimi, Roya ; Okumus, Bendegul |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 107.2022, p. 1-12
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| Subject: | Service recovery | Service failure | Coping strategy | Forgiveness | Post-Trust | Food delivery platform | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Gastronomie | Restaurant industry | Kundenservice | Customer service | Coping-Strategie | Beziehungsmarketing | Relationship marketing |