Título:

Multichannel Service Failure and Recovery in a O2O Era: A Qualitative Multi-method Research in the Banking Services Industry

Autores:

João Reis (U Aveiro, Academia Militar)
Marlene Amorim (U Aveiro)
Nuno Melao (Inst Politécnico Viseu)

Revista:

International Journal of Production Economics

Ano:

2019

Volume:

215

Páginas:

24-33

Códigos JEL:

L21 - Business Objectives of the Firm
M31 - Marketing
G21 - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages

DOI:

10.1016/j.ijpe.2018.07.001