Role of downward versus upward social comparison in service recovery : testing a mediated moderation model with two empirical studies
Ke Chen, Zhan Wu, Piyush Sharma
| Year of publication: |
2023
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|---|---|
| Authors: | Chen, Ke ; Zhan, Wu ; Sharma, Piyush |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 75.2023, p. 1-13
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| Subject: | Attribution | Distributive justice | Social comparison | Justice sensitivity | Service recovery | Word-of-mouth | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Gerechtigkeit | Justice | Kundenzufriedenheit | Customer satisfaction | Virales Marketing | Viral marketing | Verteilungsgerechtigkeit | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretconser.2023.103477 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014372531