Pursuit of loyalty in service recovery: The roles of brand equity and cognitive reappraisal as moderators
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DOI: 10.1016/j.jretconser.2021.102601
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- Söderlund, Magnus, 2023. "Moderator variables in consumer research: A call for caution," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
- Huang, Yu-Shan (Sandy) & Dootson, Paula, 2022. "Chatbots and service failure: When does it lead to customer aggression," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
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Keywords
Service failure; Service recovery; Perception of justice; Customer complaints;All these keywords.
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