The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps
Puneet Kaur, Shalini Talwar, Nazrul Islam, Jari Salo, Amandeep Dhir
| Year of publication: |
2022
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|---|---|
| Authors: | Kaur, Puneet ; Talwar, Shalini ; Islam, Nazrul ; Salo, Jari ; Dhir, Amandeep |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 147.2022, p. 142-157
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| Subject: | Brand trust | Food delivery apps (FDAs) | Forgivenesss | Negative word of mouth (NWOM) | Service recovery | Theory of stress and coping | Virales Marketing | Viral marketing | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Mobile Anwendung | Mobile application | Kundenzufriedenheit | Customer satisfaction | Gastronomie | Restaurant industry | Vertrauen | Confidence | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2022.04.020 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013271481