Customer satisfaction with complaint responses under the moderation of involvement
Organizations build competitive advantage when they design recovery framework with recourse to disgusted customers, given that no two failure experiences are the same. This paper proposed a framework that links user-involvement to customer satisfaction with five complaint response instruments, and s...
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| Autores principales: | , , |
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| Formato: | article |
| Lenguaje: | EN |
| Publicado: |
Taylor & Francis Group
2021
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| Materias: | |
| Acceso en línea: | https://doaj.org/article/b03eb7bd09934a5bb51f1fbcaf90a36f |
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