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Buffering B2B service failure: The role of customer engagement · Study

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ArticleBuffering B2B service failure: The role of customer engagement

Sean Sands2022

OA

Articlegreen2022

Buffering B2B service failure: The role of customer engagement

Sean Sands · Colin Campbell · Carla Ferraro · Kirk A. Plangger

34 citations·0/0 files stored·Industrial Marketing Management

No readable copy stored yet — this record is metadata only.

Customer Service Quality and Loyalty Marketing and Advertising Strategies Service and Product Innovation

Abstract

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Citations in this library

Stored only when both papers are in the corpus — 34 citations exist upstream.

References

1965Exchange and Power in Social Life.2005Social Exchange Theory: An Interdisciplinary Review 1986Dynamics of a stressful encounter: Cognitive appraisal, coping, and encounter outcomes.1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 2011Customer Engagement 2010Customer Engagement Behavior: Theoretical Foundations and Research Directions 2014Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation 2011Consumer engagement in a virtual brand community: An exploratory analysis

Cited by

2022Customer engagement design in industrial innovation

Details

Year2022

Typearticle

Published2022-03-17

VenueIndustrial Marketing Management

ISSN-L0019-8501

Languageen

Citations34

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

Identifiers

doi10.1016/j.indmarman.2022.03.007

openalex_workW4220762012

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