Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective-Reference-Cited by-同舟云学术

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

Published:2021-06-18 Issue:9 Volume:38 Page:1440-1459
ISSN:0742-6046
Container-title:Psychology & Marketing
language:en
Short-container-title:Psychology & Marketing

Author:

Ozuem Wilson¹^ORCID,Ranfagni Silvia²^ORCID,Willis Michelle¹,Rovai Serena³,Howell Kerry⁴

Affiliation:

1. Institute of Business, Industry and Leadership University of Cumbria Carlisle UK

2. Department of Economics and Management University of Florence Florence Italy

3. Excelia Business School Excelia Group La Rochelle France

4. Deputy Pro Vice‐Chancellor Northumbria University Newcastle UK

Publisher

Wiley

Subject

Marketing,Applied Psychology

Link

https://onlinelibrary.wiley.com/doi/pdf/10.1002/mar.21527

Reference228 articles.

1. COVID-19: fear appeal favoring purchase behavior towards personal protective equipment

2. COVID-19 restrictions and consumers’ psychological reactance toward offline shopping freedom restoration

3. The Influence of Culture on Trust Judgments in Customer Relationship Development by Ethnic Minority Small Businesses

4. Altman S. A.(2020). Will Covid‐19 Have a Lasting Impact on Globalization?Harvard Business Review[Online].https://hbr.org/2020/05/will-covid-19-have-a-lasting-impact-on-globalization

5. Customer churn prediction in telecommunication industry using data certainty

Cited by 80 articles. 订阅此论文施引文献订阅此论文施引文献，注册后可以免费订阅5篇论文的施引文献，订阅后可以查看论文全部施引文献

1. Luxury value perceptions and consumer outcomes: A meta‐analysis;Psychology & Marketing;2024-09-10

2. The nature and determinants of user-generated content for dissatisfied customers: evidence from second-hand luxury fashion brands;Qualitative Market Research: An International Journal;2024-07-15

3. Exploring the relationship between chatbots, service failure recovery and customer loyalty: A frustration–aggression perspective;Psychology & Marketing;2024-06-06

4. Service recovery system and service recovery in retail banks: a multilevel analysis;Cogent Business & Management;2024-06-03

5. Innovative application of artificial intelligence in a multi-dimensional communication research analysis: a critical review;Discover Artificial Intelligence;2024-05-16