'Could they have done better?ÔÇÖ Examining customer responses to online service failure and recovery through counterfactual reasoning

Jaywant Singh; Benedetta Crisafulli

'Could they have done better?ÔÇÖ Examining customer responses to online service failure and recovery through counterfactual reasoning

Jaywant Singh, Benedetta Crisafulli

Research output: Contribution to conference › Paper › peer-review

Original language	English
Publication status	Published - 17 Jun 2016
Event	SERVSIG 2016 -The Future of Services in the Heart of Europe - Maastricht, The Netherlands Duration: 17 Jun 2016 → 19 Jun 2016

Conference

Conference	SERVSIG 2016 -The Future of Services in the Heart of Europe
Period	17/06/16 → 19/06/16

Bibliographical note

Organising Body: American Marketing Association

Keywords

Business and management studies

Cite this

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title = "'Could they have done better?{\^O}{\c C}{\"O} Examining customer responses to online service failure and recovery through counterfactual reasoning",

keywords = "Business and management studies",

author = "Jaywant Singh and Benedetta Crisafulli",

note = "Organising Body: American Marketing Association; SERVSIG 2016 -The Future of Services in the Heart of Europe ; Conference date: 17-06-2016 Through 19-06-2016",

year = "2016",

month = jun,

day = "17",

language = "English",

}

TY - CONF

T1 - 'Could they have done better?ÔÇÖ Examining customer responses to online service failure and recovery through counterfactual reasoning

AU - Singh, Jaywant

AU - Crisafulli, Benedetta

N1 - Organising Body: American Marketing Association

PY - 2016/6/17

Y1 - 2016/6/17

KW - Business and management studies

UR - http://www.servsig2016.com/

M3 - Paper

T2 - SERVSIG 2016 -The Future of Services in the Heart of Europe

Y2 - 17 June 2016 through 19 June 2016

ER -

'Could they have done better?ÔÇÖ Examining customer responses to online service failure and recovery through counterfactual reasoning

Conference

Bibliographical note

Keywords

Other files and links

Cite this