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: | , , |
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| Lenguaje: | English |
| Publicado: |
Universidad de Talca
2015
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| Acceso en línea: | http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-18762015000200006 |
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