Why do consumers forgive online travel agencies? : a multi-study approach
Aman Kumar and Amit Shankar
| Year of publication: |
2024
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| Authors: | Kumar, Aman ; Shankar, Amit |
| Published in: |
Australasian marketing journal : AMJ ; official journal of the Australia-New Zealand Marketing Academy (ANZMAC). - [London] : Sage Publishing, ISSN 1839-3349, ZDB-ID 2211477-4. - Vol. 32.2024, 4, p. 323-338
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| Subject: | service failure | online travel agencies (OTA) | justice | forgiveness | online service recovery strategies | repatronage behaviour | Reisevermittler | Travel agency | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Online-Handel | Online retailing | Konsumentenverhalten | Consumer behaviour | Electronic Commerce | E-commerce | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/14413582231194071 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015138069