Perceived injustice and brand love : the effectiveness of sympathetic vs empathetic responses to address consumer complaints of unjust specific service encounters
Fayez Ahmad and Francisco Guzmán
| Year of publication: |
2023
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|---|---|
| Authors: | Ahmad, Fayez ; Guzman, Francisco |
| Published in: |
The journal of product & brand management. - Bingley : Emerald, ISSN 2054-1643, ZDB-ID 2020682-3. - Vol. 32.2023, 6, p. 849-862
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| Subject: | Brand love | Empathy | Perceived injustice | Service encounter | Sympathy | Willingness to punish | Emotion | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Markenführung | Brand management | Beziehungsmarketing | Relationship marketing | Markenimage | Brand image | Kundenzufriedenheit | Customer satisfaction | Gerechtigkeit | Justice | Markenartikel | Brand |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JPBM-06-2022-4035 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014315453