The effect of service recovery on socially distant third-party customers : an experimental research on emotions, forgiveness, repatronage intention and WoM
Süleyman Çelik, Öznur Özkan Tektaş and Bahtışen Kavak
| Year of publication: |
2024
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|---|---|
| Authors: | Çelik, Süleyman ; Tektaş, Öznur Özkan ; Kavak, Bahtışen |
| Published in: |
Journal of service theory and practice. - Bingley : Emerald, ISSN 2055-6233, ZDB-ID 2807318-6. - Vol. 34.2024, 4, p. 519-542
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| Subject: | Customer forgiveness | Emotions | Service failure | Service recovery | Third-party customers | Emotion | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Virales Marketing | Viral marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JSTP-09-2023-0267 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015055431