Online service failure: how consumers from emerging countries react and complain
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DOI: 10.1108/jcm-01-2021-4366
Abstract: Purpose E-commerce has experienced huge growth in emerging countries, but analysis of service failure/recovery for online retailers has been limited in this context. Hence, this study aims to investigate customers’ reactions to service failures in… read more here.
Keywords: consumers emerging; emerging countries; service; service failure ... See more keywords