What drives customer engagement after a service failure? : the moderating role of customer trust
Andreawan Honora, Wen-Hai Chih, Jaime Ortiz
| Year of publication: |
2023
|
|---|---|
| Authors: | Honora, Andreawan ; Chih, Wen-Hai ; Ortiz, Jaime |
| Subject: | complaint handling | customer engagement | customer experience | service failure | trust | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Vertrauen | Confidence | Kundenzufriedenheit | Customer satisfaction | Kundenintegration | Customer integration | Kundenservice | Customer service | Virales Marketing | Viral marketing |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1111/ijcs.12939 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014335594