The Impact of Managerial Response on Customer Recovery Evaluation in Online Service Setting

Ke Ma, Xuemei Bian, Xin Zhong

Marketing Operations and Systems Department

Research output: Contribution to conference › Paper › peer-review

Original language	English
Publication status	Published - 15 Feb 2020

Keywords

service failure
failure recovery
consumer

Other files and links

https://www.ama.org/events/conference/2020-ama-winter-academic-conference/

1 Article

Counterfeit versus original patronage: Do emotional brand attachment, brand involvement, and past experience matter?
Bian, X. & Haque, S., 1 Jul 2020, In: Journal of Brand Management. 27, 4, p. 438-451 14 p.
Research output: Contribution to journal › Article › peer-review

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