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 RanfagniMembro 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).File in questo prodotto:
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