Digital presence in service recovery: The interactive effect of customer salutations and employee photographs in email signatures-Reference-Cited by-同舟云学术

Digital presence in service recovery: The interactive effect of customer salutations and employee photographs in email signatures

Published:2022-09-07 Issue:12 Volume:39 Page:2361-2383
ISSN:0742-6046
Container-title:Psychology & Marketing
language:en
Short-container-title:Psychology and Marketing

Author:

Walsh Gianfranco¹^ORCID,Shiu Edward²,Schaarschmidt Mario³^ORCID,Hassan Louise M.⁴^ORCID

Affiliation:

1. Leibniz University Hanover Institute of Marketing and Management Hanover Germany

2. Bangor Business School Bangor University Bangor UK

3. Newcastle Business School Northumbria University Amsterdam Netherlands

4. University of Birmingham Department of Marketing Birmingham UK

Publisher

Wiley

Subject

Marketing,Applied Psychology

Link

https://onlinelibrary.wiley.com/doi/pdf/10.1002/mar.21724

Reference105 articles.

1. The power of apology

2. Service failures and customer defection: a closer look at online shopping experiences

3. The Effect of Compensation Size on Recovery Satisfaction After Group Service Failures: The Role of Group Versus Individual Service Recovery

4. Alcantara A.‐M.(2020). CustomEr Complaints And Their Ways Of Complaining Are On The Rise.https://www.wsj.com/articles/customer-complaints-and-their-ways-of-complaining-are-on-the-rise-11591998939

5. When doing good will not save us: Revisiting the buffering effect of CSR following service failures

Cited by 3 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. Emojis as heuristic cues: The multifaceted role of emojis in online service interactions;Journal of Consumer Behaviour;2024-02-20

2. Management Respond to Negative Feedback: AI-Powered Insights for Effective Engagement;IEEE Transactions on Engineering Management;2024

3. Do supermarkets’ emails have any value for their customers? The effect of emails’ content and interestingness on customers’ attitude and engagement;Journal of Retailing and Consumer Services;2023-11