The Role of Emotions and Trust in Service Recovery in Business - to - Consumer Electronic Commerce
This study proposes a serv ice recovery model to describe how cumulative satisfaction, loyalty and word - of - mouth are affected by complaints. The model is based on the role of positive and negative emotions in satisfaction with service recovery processes, with trust actin...
Gardado en:
| Publicado en: | Journal of Theoretical and Applied Electronic Commerce Research |
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| Principais autores: | , , |
| Formato: | Artigo |
| Idioma: | Inglês |
| Publicado: |
Universidad de Talca
2015
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| Assuntos: | |
| Acceso en liña: | https://www.redalyc.org/articulo.oa?id=96538544006 |
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