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The role of the store in managing postpurchase complaints for omnichannel shoppers · Study

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ArticleThe role of the store in managing postpurchase complaints for omnichannel shoppers

María José Miquel Romero2019

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Articlebronze2019

The role of the store in managing postpurchase complaints for omnichannel shoppers

María José Miquel Romero · Marta Frasquet · Alejandro Mollá Descals

45 citations·0/0 files stored·Journal of Business Research

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Consumer Retail Behavior Studies Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence

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References

1974An approach to environmental psychology 2016Understanding Customer Experience Throughout the Customer Journey 2008Redesigning Social Inquiry: Fuzzy Sets and Beyond 2001Fuzzy-Set Social Science 2015From Multi-Channel Retailing to Omni-Channel Retailing 2007A set-theoretic approach to organizational configurations 2013Moving beyond multiple regression analysis to algorithms: Calling for adoption of a paradigm shift from symmetric to asymmetric thinking in data analysis and crafting theory 2006Set Relations in Social Research: Evaluating Their Consistency and Coverage

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2020New rules of social media shopping: Personality differences of U.S. Gen Z versus Gen X market mavens 2021CEO servant leadership and strategic service differentiation: The role of high-performance work systems and innovativeness 2021Examining consumer complaints from an on-demand service platform 2022Generating loyalty towards fast fashion stores: a cross-generational approach based on store attributes and socio-environmental responsibility 2021Effects of corporate reputation and social identity on innovative job performance

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Details

Year2019

Typearticle

Published2019-12-18

VenueJournal of Business Research

ISSN-L0148-2963

Languageen

Citations45

Files0 public / 0

ShelfConsumer Retail Behavior Studies

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doi10.1016/j.jbusres.2019.09.057

openalex_workW2996672302

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2022Factors of customers’ channel choice in an omnichannel environment: a systematic literature review

2022Omnichannel marketing: structured review, synthesis, and future directions

2023Exploring how interaction leads to value co-creation, value co-destruction, and value no-creation during service mega-disruptions