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The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions

Version 2 2024-06-06, 11:50
Version 1 2015-08-15, 10:13
journal contribution
posted on 2024-06-06, 11:50 authored by R Casidy, H Shin
The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions

History

Journal

Journal of retailing and consumer services

Volume

27

Pagination

103-112

Location

Amsterdam, The Netherlands

Publisher DOI

ISSN

0969-6989

Language

eng

Publication classification

C1 Refereed article in a scholarly journal

Copyright notice

2015, Elsevier

Publisher

Elsevier

Publication URL

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    Research Publications

    Categories

    Keywords

    150503 Marketing Management (incl Strategy and Customer Relations)910403 MarketingDepartment of Marketing

    Licence

    All Rights Reserved

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