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: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Emerald Publishing
2023-05-01
|
| 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 |