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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...
| Autores principales: | , , , |
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| Formato: | Online Artículo Texto |
| Lenguaje: | English |
| Publicado: |
The Author(s). Published by Elsevier Inc.
2023
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| Materias: | |
| 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 |