Work

Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industry

Year: 2018

Type: article

Source: International Journal of Production Economics

DOI: 10.1016/j.ijpe.2018.07.001

Authors: João Reis, Marlene Amorim, Nuno Melão

Institutions: Portuguese Military Academy, Centro de Investigação Desenvolvimento e Inovação da Academia Militar, University of Aveiro, Centro de Estudos em Educação Tecnologia e Saúde, Universidade Politécnica de Viseu

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W2810388653

FWCI: 9.1

Cites: 99

Cited by: 43

Related to: 10