Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective
Abstract
While the debate on online service failure and recovery strategies has been given considerable attention in the marketing and information systems literature, the evolving Covid‐19 pandemic has brought about new challenges both theoretically and empirically in the consumption landscape. To fully understand customers' responses to service failure during a crisis we asked 70 millennials from three European Countries—Italy, France, and the UK—to...
Paper Details
Title
Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective
Published Date
Jun 18, 2021
Journal
Volume
38
Issue
9
Pages
1440 - 1459
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