Trust recovery tactics in financial services : the moderating role of service failure severity
Ali Raza, Rodoula Tsiotsou and Muhammad Sarfraz and Muhammad Ishtiaq Ishaq
| Year of publication: |
2023
|
|---|---|
| Authors: | Raza, Ali ; Tsiotsou, Rodoula ; Sarfraz, Muhammad ; Ishaq, Muhammad Ishtiaq |
| Published in: |
International journal of bank marketing. - Bingley : Emerald, ISSN 1758-5937, ZDB-ID 2032104-1. - Vol. 41.2023, 7, p. 1611-1639
|
| Subject: | Apology | Explanation | Failure severity | Financial services | Investigation | Millennials | Trust | Trust recovery tactics | Vertrauen | Confidence | Finanzdienstleistung | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/IJBM-10-2022-0447 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014470723