The paper explores customers' responses to service failure during the Covid-19 pandemic. It includes and analysis on 70 millennials from 3 European Countries (Italy, France and UK).

Exploring customers' responses to online service failure and recovery strategies during Covid-19 pandemic: an actor network perspective / Wilson Ozuem; Silvia Ranfagni; Michelle Willis; Serena Rovai; Kerry Howell. - In: PSYCHOLOGY & MARKETING. - ISSN 1520-6793. - ELETTRONICO. - (2021), pp. 1440-1459.

Exploring customers' responses to online service failure and recovery strategies during Covid-19 pandemic: an actor network perspective

Silvia Ranfagni
Membro del Collaboration Group
;
2021

Abstract

The paper explores customers' responses to service failure during the Covid-19 pandemic. It includes and analysis on 70 millennials from 3 European Countries (Italy, France and UK).
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1459
Wilson Ozuem; Silvia Ranfagni; Michelle Willis; Serena Rovai; Kerry Howell
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/2158/1287058
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