Service failure and negative Word-of-Mouth in Chinese retail banking : a moderated-mediation approach
Cong Zhao, Abu Hanifa Md. Noman, and Mohammad Zoynul Abedin
| Year of publication: |
2025
|
|---|---|
| Authors: | Zhao, Cong ; Noman, Abu Hanifa Md. ; Abedin, Mohammad Zoynul |
| Subject: | Banks | Negative WOM | Service failures | Switching costs | Switching intentions | Dienstleistungsqualität | Service quality | Virales Marketing | Viral marketing | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Wechselverhalten | Switching behaviour | Beziehungsmarketing | Relationship marketing | Privatkundengeschäft | Personal banking | China | Kundenzufriedenheit | Customer satisfaction |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/IJBM-02-2023-0107 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015202508