Corporate image: a service recovery perspective
(2015)
Journal Article
Mostafa, R. B., Lages, C. R., Shabbir, H. A., & Thwaites, D. (2015). Corporate image: a service recovery perspective. Journal of Service Research, 18(4), 468-483. https://doi.org/10.1177/1094670515584146
This article explores direct and indirect antecedents that contribute to corporate image formation in a service recovery context. Two studies were carried out in Egypt. Study 1 comprises 29 semistructured interviews with complainants of mobile phone... Read More about Corporate image: a service recovery perspective.