The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction

• 主要な著者: Tarofder, Arun Kumar, Nikhashemi, Seyedrajab *, Azam, Ferdous S. M., Selvantharan, Prashantini, Haque, Ahasanul
• フォーマット: 論文
• 言語: English
• 出版事項: Emerald 2016
• 主題: HF Commerce
• オンライン･アクセス: http://eprints.sunway.edu.my/412/1/Dr.%20Seyedrajab%20Nikhashemi%20.pdf; http://eprints.sunway.edu.my/412/; http://dx.doi.org/10.1108/IJQSS-04-2015-0044

Purpose The purpose of this paper is to examine the effect of explanation on customer satisfaction in the service failure stage. It seeks to better understand the dynamics of consumer repurchase intention through a mediating effect of customer satisfaction. Design/methodology/approach A structu...