Antecedents and Consequences of Consumer Trust in the Context of Service Recovery
The purpose of this paper is to investigate the antecedents and consequences of consumer trust after complaint handling episodes about services. A cross-sectional study was carried out with complainers of banks and airline companies. The respondents were approached at an International Airport in Bra...
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| Pubblicato in: | BAR - Brazilian Administration Review |
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| Autori principali: | , |
| Natura: | Artigo |
| Lingua: | Inglês |
| Pubblicazione: |
Associação Nacional de Pós-Graduação e Pesquisa em Administração
2008
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| Soggetti: | |
| Accesso online: | https://www.redalyc.org/articulo.oa?id=84150304 |
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