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Examining user-generated content, service failure recovery and customer–brand relationships: an exploration through commitment-trust theory

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Wilson Ozuem, Michelle Willis, Kerry Howell, Silvia Ranfagni, Serena Rovai
Journal: Internet Research
Internet Research (2024) 34 (3): 784–809.
https://doi.org/10.1108/INTR-07-2022-0580
Published: 04 April 2023
... 31 07 2022 08 11 2022 23 01 2023 12 03 2023 13 03 2023 © Emerald Publishing Limited 2023 Emerald Publishing Limited Licensed re-use rights only User-generated content Millennials Electronic word of mouth (eWOM) Qualitative research Failure recovery strategy...
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