Relationship outcomes following a service failure: the role of agent likability
Article
Article Title | Relationship outcomes following a service failure: the role of agent likability |
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ERA Journal ID | 19787 |
Article Category | Article |
Authors | Radu, Alexandru, Quach, Sara, Thaichon, Park, Surachartkumtonkun, Jiraporn and Weaven, Scott |
Journal Title | Asia Pacific Journal of Marketing and Logistics |
Journal Citation | 35 (2), pp. 364-379 |
Number of Pages | 16 |
Year | 09 Feb 2023 |
Publisher | Emerald |
Place of Publication | United Kingdom |
ISSN | 1355-5855 |
1758-4248 | |
Digital Object Identifier (DOI) | https://doi.org/10.1108/APJML-07-2021-0510 |
Web Address (URL) | https://www.emerald.com/insight/content/doi/10.1108/APJML-07-2021-0510/full/html |
Abstract | Purpose Design/methodology/approach Findings Originality/value |
Keywords | Likeability; Apology; Empathy; Service recovery justice; Reconciliation; Service failure severity |
ANZSRC Field of Research 2020 | 350601. Consumer behaviour |
Public Notes | Files associated with this item cannot be displayed due to copyright restrictions. |
Byline Affiliations | Griffith University |
https://research.usq.edu.au/item/xx0w1/relationship-outcomes-following-a-service-failure-the-role-of-agent-likability
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