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Dynamics of user-generated content and service failure recovery : evidence from millennials
Ozuem, Wilson; Willis, Michelle; Ranfagni, Silvia; … - In: Qualitative market research : an international journal 26 (2023) 5, pp. 600-631
Persistent link: https://www.econbiz.de/10014430702
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Online service failure and recovery strategies : examining the influences of user-generated content
Ayertey, Samuel; Ranfagni, Silvia; Okafor, Sebastian - In: The art of digital marketing for fashion and luxury …, (pp. 243-271). 2021
Persistent link: https://www.econbiz.de/10012607410
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Leveraging EWOM on service failure recovery strategy : an insight into the brand perspective
Ranfagni, Silvia; Ozuem, Wilson - In: The art of digital marketing for fashion and luxury …, (pp. 397-422). 2021
Persistent link: https://www.econbiz.de/10012607451
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Exploring the relationship between chatbots, service failure recovery and customer loyalty : a frustration–aggression perspective
Ozuem, Wilson; Ranfagni, Silvia; Willis, Michelle; … - In: Psychology & marketing 41 (2024) 10, pp. 2253-2273
Persistent link: https://www.econbiz.de/10015133743