The effect of employees' politeness strategy and customer membership on customers' perception of co-recovery and online post-recovery satisfaction
Yu Zhang, Yafen Yuan, Jiafu Su, Yan Xiao
| Year of publication: |
2021
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|---|---|
| Authors: | Zhang, Yu ; Yuan, Yafen ; Su, Jiafu ; Xiao, Yan |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 63.2021, p. 1-11
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| Subject: | Customer membership | Online recovery | Perceived co-recovery | Politeness strategy | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Online-Handel | Online retailing | Dienstleistungsqualität | Service quality | Wahrnehmung | Perception | Electronic Commerce | E-commerce |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretconser.2021.102740 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10012665997