The effects of apologies for service failures in the global online retail
Sanchayan Sengupta, Daniel Ray, Olivier Trendel, and Yves Van Vaerenbergh
| 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 | Online-Handel | Online retailing | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Electronic Commerce | E-commerce | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Einzelhandel | Retail trade | Kundenservice | Customer service | Globalisierung | Globalization |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/10864415.2018.1462951 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011884544