Work

Who is to blame? How order dispatch information shapes consumer responses to worker-caused service failures

Year: 2026

Type: article

Source: Asia Pacific Journal of Marketing and Logistics

DOI: 10.1108/apjml-09-2025-1986

Authors: Lijing Zheng, Yi Zhu

Institutions: Shanghai Jian Qiao University, Guangzhou College of Technology and Business

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: closed

OpenAlex ID: W7124418497

FWCI: 20.33

Cites: 71

Cited by: 2

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