The aim of the chapter is to explore the online behavior of fashion customers in relation to UGC and their attitudes towards a firm's response after a negative service experience, considering a range of recovery strategies that can be adopted.

Online service failure and recovery strategies: examine the influences of user-generated content / Samuel Ayertey, Silvia Ranfagni, Sebastian Okafor. - STAMPA. - (2021), pp. 243-271.

Online service failure and recovery strategies: examine the influences of user-generated content

Silvia Ranfagni
Membro del Collaboration Group
;
2021

Abstract

The aim of the chapter is to explore the online behavior of fashion customers in relation to UGC and their attitudes towards a firm's response after a negative service experience, considering a range of recovery strategies that can be adopted.
The art of digital marketing for fashion and luxury brands
243
271
Samuel Ayertey, Silvia Ranfagni, Sebastian Okafor
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/2158/1287140
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