Service failures in times of crisis: An analysis of eWOM emotionality

The COVID-19 pandemic continues to disrupt consumer experiences as well as service operations. Despite the magnitude of this exogenous shock, little is known about the pandemic’s impact on consumers. Building on engagement theory, this study examines consumers’ emotional responses to service failure...

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Detalles Bibliográficos
Autores principales: Gerrath, Maximilian H.E.E., Mafael, Alexander, Ulqinaku, Aulona, Biraglia, Alessandro
Formato: Online Artículo Texto
Lenguaje:English
Publicado: The Author(s). Published by Elsevier Inc. 2023
Materias:
Article
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9547626/
https://www.ncbi.nlm.nih.gov/pubmed/36249711
http://dx.doi.org/10.1016/j.jbusres.2022.113349

Internet

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9547626/
https://www.ncbi.nlm.nih.gov/pubmed/36249711
http://dx.doi.org/10.1016/j.jbusres.2022.113349

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