Understanding antecedents and moderators of post-complaint customer purchase behavior in online retailing
von Aswege, Frederike; Brettel, Malte (Thesis advisor); Schroiff, Hans-Willi (Thesis advisor)
Aachen (2020)
Book, Dissertation / PhD Thesis
In: Edition Wissenschaft Apprimus
Page(s)/Article-Nr.: ix, 180 Seiten : Diagramme
Dissertation, Rheinisch-Westfälische Technische Hochschule Aachen, 2020
Abstract
Institutions
- Innovation und Entrepreneurship Group (WIN) [813110]
Identifier
- RWTH PUBLICATIONS: RWTH-2020-08512
Sources
Related publications
- [RWTH-CONV-222778] The impact of service failure controllability on post-complaint consumer behavior : An empirical Analysis
- [RWTH-CONV-222774] How to retain customers after a service failure? : An empirical analysis assessing the impact of immediate vs. Delayed compensation on post-complaint consumer behavior