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Keywords: Service recovery
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Journal Articles
Journal:
Internet Research
Internet Research (2023) 33 (7): 19–45.
Published: 27 February 2023
... Inter-failures Online complaining Service recovery Complaint handling Relationship strength Revenge When consumers purchase a brand for the first time, they enter a customer life cycle. During this period, positive experiences with the chosen brand help to develop strong relational bonds...
Includes: Supplementary data
Journal Articles
Journal:
Internet Research
Internet Research (2014) 24 (5): 608–628.
Published: 30 September 2014
...Tammo H.A. Bijmolt; Eelko K.R.E. Huizingh; Adriana Krawczyk Purpose – The purpose of this paper is to investigate the impact of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase through internet channels. Design/methodology/approach – Using survey...
