How the response to service incidents change customer–firm relationships
Purpose This paper analyzes previously unmeasured effects of a response to a service incident called “benevolent" within the customer-firm relationship. Design/methodology/approach A questionnaire was administered to telecommunication customers in a Western European country, and the model was e...
| Main Author: | |
|---|---|
| Other Authors: | , |
| Format: | article |
| Language: | eng |
| Published: |
2022
|
| Subjects: | |
| Online Access: | http://hdl.handle.net/10071/26142 |
| Country: | Portugal |
| Oai: | oai:repositorio.iscte-iul.pt:10071/26142 |