How the response to service incidents change customer–firm relationships
Purpose – This paper analyzes previously unmeasured effects of a response to a service incident called “benevolent” within the customer –firm relationship. Design/methodology/approach – A questionnaire was administered to telecommunication customers in a Western European country, and the model was e...
Main Authors: | Pedro Simões Coelho, Paulo Rita, Ricardo F. Ramos |
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Format: | Article |
Language: | English |
Published: |
Emerald Publishing
2023-05-01
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Series: | European Journal of Management and Business Economics |
Subjects: | |
Online Access: | https://www.emerald.com/insight/content/doi/10.1108/EJMBE-05-2021-0157/full/pdf |
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