Examining user-generated content, service failure recovery and customer–brand relationships: an exploration through commitment-trust theory
Purpose: User-generated content (UGC) and service failure have attracted considerable marketing inquiry over the last two decades. Previous studies primarily focused on the outcome of service failure and the impact of UGC on perceived failure severity. This article departs from previous studies as...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Emerald Insight
2023
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| Subjects: | |
| Online Access: | https://repository.londonmet.ac.uk/8452/1/Manuscript_Internet%20Research.pdf |