Scale development of customer satisfaction with complaint handling and service recovery in an e-commerce setting
Parveen Kumari, Satinder Kumar, Maher N. Itani
| Year of publication: |
2021
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|---|---|
| Authors: | Kumari, Parveen ; Kumar, Satinder ; Itani, Maher N. |
| Published in: |
Journal for global business advancement : JGBA. - Olney, Bucks : Inderscience Enterprises, ISSN 1746-9678, ZDB-ID 2439433-6. - Vol. 14.2021, 3, p. 383-407
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| Subject: | E-commerce | complaint handling | complaint resolution | customer satisfaction | compensation | response time | recovery and replace | employee dealing | website security | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Electronic Commerce | Dienstleistungsqualität | Service quality | Website | Online-Handel | Online retailing | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1504/JGBA.2021.116722 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012614003