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Keywords: Omni-channel
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Journal Articles
Omni-channel service failures and recoveries: refined typologies using Facebook complaints
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2018) 32 (3): 269–285.
Published: 08 February 2018
...Anneliese Rosenmayer; Lisa McQuilken; Nichola Robertson; Steve Ogden Purpose This paper aims to present two updated typologies of service failures and recoveries in the omni-channel context. These typologies are based on customer complaints and recoveries collected from the corporate Facebook...
