Resolving complaints online: development and validation of customers' perceived webcare scale

In the quest for resolving customer complaints and attracting customers for online transactions, service providers have developed online response mechanisms. This mechanism generically termed as 'webcare'. Despite widespread adoption of webcare by marketers, there is minimal understanding...

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Veröffentlicht in:	Journal of strategic marketing 2022-04, Vol.30 (3), p.260-280
Hauptverfasser:	S, Sreejesh, Paul, Justin, Unnithan, Anandakuttan B
Format:	Artikel
Sprache:	eng
Schlagworte:	Customers e-WOM justice perceptions Online Quantitative psychology service recovery transaction intention webcare
Online-Zugang:	Volltext
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