The road to consumer forgiveness is paved with money or apology? : the roles of empathy and power in service recovery
Chuang Wei, Maggie Wenjing Liu, Hean Tat Keh
| Year of publication: |
2020
|
|---|---|
| Authors: | Wei, Chuang ; Liu, Maggie Wenjing ; Keh, Hean Tat |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 118.2020, p. 321-334
|
| Subject: | Consumer forgiveness | Empathy toward firms | Perceived fairness | Power | Service failure | Service recovery | Emotion | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Gerechtigkeit | Justice | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2020.06.061 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012288607