Emotions' influence on customers’ e-banking satisfaction evaluation in e-service failure and e-service recovery circumstances
Purpose The growth in electronic banking platforms resulted in the unintended effect of minimising the customer-service provider physical interactions that were instrumental in managing negative emotions emanating from service failure. This study investigates the influence of emotions related to...
Saved in:
| Main Authors: | , , , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Elsevier
2022
|
| Subjects: | |
| Online Access: | https://doi.org/10.1016/j.ssaho.2022.100292 http://hdl.handle.net/11408/5063 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|