Title:

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

Authors:

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

Journal:

International Journal of Production Economics

Year:

2019

Volume:

215

Pages:

24-33

JEL codes:

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