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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Bibliographic Details
Main Author: Reis, João Carlos Gonçalves dos (author)
Other Authors: Amorim, Marlene Paula Castro (author), Melão, Nuno Filipe Rosa (author)
Format: article
Language:eng
Published: 2020
Subjects:
Multichannel services
Failure
Recovery
Operations management
Offline channels
Online channels
Online Access:http://hdl.handle.net/10400.26/23234
Country:Portugal
Oai:oai:comum.rcaap.pt:10400.26/23234

Internet

http://hdl.handle.net/10400.26/23234

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