Would you forgive me? : from perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
Faizan Ali, Dahlia El-Manstrly, Ghazanfar Ali Abbasi
| Year of publication: |
2023
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|---|---|
| Authors: | Ali, Faizan ; El-Manstrly, Dahlia ; Ghazanfar Ali Abbasi |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 166.2023, p. 1-15
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| Subject: | Brand transgressions | Complaint handling | fsQCA | Perceived Justice | Service failure | Service recovery | Beschwerdemanagement | Complaint management | Gerechtigkeit | Justice | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Markenführung | Brand management | Beziehungsmarketing | Relationship marketing | Markenartikel | Brand |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2023.114138 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014368203