Service failure and recovery strategies in the Balkans: an exploratory study
Purpose: Despite scholarly effort to understand customers’ recovery evaluation, little progress is evident in deciphering how customers develop online failure/recovery perception. This paper aims to address this issue. Design/methodology/approach: Social constructivism was the epistemic choice for t...
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Emerald Group Publishing Ltd.
2019
|
| Online Access: | View Fulltext in Publisher |