Exploring customers' responses to online service failure and recovery strategies during Covid-19 pandemic: An actor-network theory perspective.

Ozuem, Wilson; Ranfagni, Silvia; Willis, Michelle; Rovai, Serena; Howell, Kerry

Ozuem, Wilson; Ranfagni, Silvia; Willis, Michelle; Rovai, Serena; Howell, Kerry.

Afiliação

Ozuem W; Institute of Business, Industry and Leadership University of Cumbria Carlisle UK.
Ranfagni S; Department of Economics and Management University of Florence Florence Italy.
Willis M; Institute of Business, Industry and Leadership University of Cumbria Carlisle UK.
Rovai S; Excelia Business School Excelia Group La Rochelle France.
Howell K; Deputy Pro Vice-Chancellor Northumbria University Newcastle UK.

Psychol Mark ; 38(9): 1440-1459, 2021 Sep.

Article em En | MEDLINE | ID: mdl-34539054

Palavras-chave

Covid19 pandemic; constructivist perspective; crisis; millennials; recovery strategy; service failure

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Texto completo: 1 Coleções: 01-internacional Base de dados: MEDLINE Tipo de estudo: Qualitative_research Idioma: En Ano de publicação: 2021 Tipo de documento: Article

Texto completo

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PubMed Links

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Texto completo: 1 Coleções: 01-internacional Base de dados: MEDLINE Tipo de estudo: Qualitative_research Idioma: En Ano de publicação: 2021 Tipo de documento: Article