Interactive app-based services: Recovery evaluations and the mediating role of satisfaction in the relationship between customer-brand engagement and electronic word of mouth
Based on the theory of co-creation and resource-based theory, this study examines the differential impact of varying levels of customer participation in service recovery (firm, customer, and joint) on recovery satisfaction, customer-brand engagement (CBE), and electronic-word of mouth (e-WoM). Bes...
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| Main Authors: | , , , |
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| Format: | article |
| Language: | EN |
| Published: |
Australasian Association for Information Systems
2021
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| Subjects: | |
| Online Access: | https://doaj.org/article/a774db703f014d3b9c0315c3b3d896e3 |
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