Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industry
This article aims to investigate how service providers are employing their channels to support the handling of customer complaints in an online to offline era. It provides a timely contribution by characterizing multichannel recovery practices, discussing its implications for customers, and discover...
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| Other Authors: | , |
| Format: | article |
| Language: | eng |
| Published: |
2020
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| Subjects: | |
| Online Access: | http://hdl.handle.net/10400.19/6256 |
| Country: | Portugal |
| Oai: | oai:repositorio.ipv.pt:10400.19/6256 |