The effects of warmth-oriented and competence-oriented service recovery messages on observers on online platforms
Ran Huang, Sejin Ha
| Year of publication: |
2020
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| Authors: | Huang, Ran ; Ha, Sejin |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 121.2020, p. 616-627
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| Subject: | Competence | Observer | Online service recovery | Relationship orientation | Warmth | Digitale Plattform | Digital platform | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Online-Handel | Online retailing | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Digitale Dienste | Web-based service | 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.2020.04.034 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10012417382