Can the Retailer’s ICT Enhance the Impact of Service Recovery Efforts on Customer Satisfaction?

6533b836fe1ef96bd12a07be

RESEARCH PRODUCT

Can the Retailer’s ICT Enhance the Impact of Service Recovery Efforts on Customer Satisfaction?

Beatriz Moliner Velázquez Teresa Fayos-gardó María-eugenia Ruiz-molina

subject

Marketing Information and Communications Technology 0502 economics and business 05 social sciences Data_FILES Word of mouth 050211 marketing Customer satisfaction Business Marketing Attribution Service recovery 050203 business & management

description

Service recovery remains a topic of considerable interest for both academics and practitioners. This paper aims to explore the relations between recovery efforts and causal attributions, satisfacti...

year	journal	country	edition	language
2019-12-26	Journal of Relationship Marketing

https://doi.org/10.1080/15332667.2019.1705744

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