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 RanfagniMembro 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.
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