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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
The main objective of this research is to expand the satisfaction with complaint handling theory to the OTT (Over The Top) application by examining the perceptions of justice and trustworthiness factors affecting customer loyalty mediating role of satisfaction complaint handling. A quantitative...
Persistent link: https://www.econbiz.de/10014504902
Cover Image
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 Top) application by examining the perceptions of justice and trustworthiness factors affecting customer loyalty mediating role of satisfaction complaint handling. A quantitative...
Persistent link: https://www.econbiz.de/10014527641