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
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|---|---|
| Authors: | Honora, Andreawan ; Chih, Wen-Hai ; Ortiz, Jaime |
| Published in: |
International journal of consumer studies. - Oxford [u.a.] : Wiley-Blackwell, ISSN 1470-6431, ZDB-ID 2141394-0. - Vol. 47.2023, 5, p. 1714-1732
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| 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 |
| 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