The Role of Emotions and Trust in Service Recovery in Business-to-Consumer Electronic Commerce

This study proposes a service recovery model to describe how cumulative satisfaction, loyalty and word-of-mouth are affected by complaints. The model is based on the role of positive and negative emotions in satisfaction with service recovery processes, with trust acting as a mediator of the relatio...

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Autores principales: Chaparro-Peláez,Julián, Hernández-García,Ángel, Urueña-López,Alberto
Lenguaje:English
Publicado: Universidad de Talca 2015
Acceso en línea:http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-18762015000200006
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