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Effects of online commercial friendships on customer revenge following a service failure · Study

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ArticleEffects of online commercial friendships on customer revenge following a service failure

Xiaorong Fu2022

Article2022

Effects of online commercial friendships on customer revenge following a service failure

Xiaorong Fu · Doğan Gürsoy

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

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Customer Service Quality and Loyalty Digital Marketing and Social Media Service and Product Innovation

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References

2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.1973The Strength of Weak Ties 1985Stress, appraisal, and coping 1986Self-Reports in Organizational Research: Problems and Prospects 1965Inequity In Social Exchange 1993The Antecedents and Consequences of Customer Satisfaction for Firms 2015From Multi-Channel Retailing to Omni-Channel Retailing 2014Creative Strategies in Social Media Marketing: An Exploratory Study of Branded Social Content and Consumer Engagement

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2024The effects of eWom triggered service recovery on customer citizenship behavior in the hospitality industry: The moderating role of failure severity

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Details

Year2022

Typearticle

Published2022-08-20

VenueJournal of Business Research

ISSN-L0148-2963

Languageen

Citations17

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.jbusres.2022.08.014

openalex_workW4292484912

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