Appreciation vs. apology: When and why does face covering requirement increase revisit intention?
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DOI: 10.1016/j.jretconser.2021.102705
Abstract: Abstract While many retailing businesses have responded to the Covid-19 crisis by instituting various new rules, there is scant research examining how to effectively communicate such preventive measures to customers. This study investigates the joint… read more here.
Keywords: appreciation apology; revisit intention; appreciation;