The effects of apologies for service failures in the global online retail
Year of publication: |
2018
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Authors: | Sengupta, Sanchayan ; Ray, Daniel ; Trendel, Olivier ; Van Vaerenbergh, Yves |
Published in: |
International journal of electronic commerce : IJEC. - Philadelphia, Pa. : Routledge, Taylor & Francis Group, ISSN 1086-4415, ZDB-ID 1402660-0. - Vol. 22.2018, 3, p. 419-445
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Subject: | E-tail | global e-commerce | online retail | perceived justice | service apology | service failure | service recovery | Dienstleistungsqualität | Service quality | Online-Handel | Online retailing | Electronic Commerce | E-commerce | Beschwerdemanagement | Complaint management | Einzelhandel | Retail trade | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Welt | World |
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