Search Results - subject:"Satisfaction with complaint handling"

Justice and trustworthiness factors affecting customer loyalty with mediating role of satisfaction with complaint handling: Zalo OTT Vietnamese customer case

Quang, Nguyen Ngoc; Thuy, Dao Cam - In: Cogent Business & Management 10 (2023) 2, pp. 1-15

The main objective of this research is to expand the satisfaction with complaint handling theory to the OTT (Over The …, formulated hypotheses and the indirect relationships. Findings show that satisfaction with complaint handling is strongly … manipulating justice, trustworthiness and satisfaction with complaint-handling factors. …

Persistent link: https://www.econbiz.de/10014527641

Justice and trustworthiness factors affecting customer loyalty with mediating role of satisfaction with complaint handling : Zalo OTT Vietnamese customer case

Nguyen Ngoc Quang; Dao Cam Thuy - In: Cogent business & management 10 (2023) 2, pp. 1-15

Persistent link: https://www.econbiz.de/10014504902

Customers' emotions in service failure and recovery : a meta-analysis

Valentini, Sara; Orsingher, Chiara; Polyakova, Alexandra - In: Marketing letters : a journal of research in marketing 31 (2020) 2/3, pp. 199-216

Persistent link: https://www.econbiz.de/10012301451

Satisfaction with complaint handling : a replication study on its determinants in a business-to-business context

Brock, Christian; Blut, Markus; Evanschitzky, Heiner; … - In: International journal of research in marketing : IJRM ; … 30 (2013) 3, pp. 319-322

Persistent link: https://www.econbiz.de/10009779946