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https://cris.library.msu.ac.zw//handle/11408/5063| Title: | Emotions' influence on customers’ e-banking satisfaction evaluation in e-service failure and e-service recovery circumstances | Authors: | Nyagadza, Brighton Mazuruse, Gideon Muposhi, Asphat Chuchu, Tinashe Makoni, Tendai Kusotera, Brain |
Keywords: | Customer satisfaction Emotions E-banking E-service failure and e-service recovery Zimbabwe |
Issue Date: | 2022 | Publisher: | Elsevier | Source: | Brighton Nyagadza is a full time lecturer and A/Chairperson department of Marketing (Digital Marketing) at Marondera University of Agricultural Sciences & Technology (MUAST), Zimbabwe, full member of the Marketers Association of Zimbabwe (MAZ), an Associate of The Chartered Institute of Marketing (ACIM), United Kingdom and Power Member of the Digital Marketing Institute (DMI), Dublin, Ireland. He has published several book chapters in Routledge books of Taylor & Francis Publishers, New York (USA), Emerald Insight, United Kingdom (UK), Lexington books of the Rowan & Littlefield Publishers, Maryland (USA) and in reputable international journals such as Journal of Digital Media & Policy (Intellect Publishers, Bristol, UK), Journal of Fashion Marketing & Management (Emerald Insight, UK), Journal of Environmental Media (Intellect, Bristol, UK), Tourism Critiques: Practice & Theory (Emerald Insight, UK), Journal of Asian & African Studies (SAGE, London, UK), PSU Research Review (PRR) (Emerald Insight, UK), Youth & Society (SAGE, London, UK), Cogent Business & Management, Cogent Economics & Finance, Cogent Psychology, Cogent Social Sciences (Taylor & Francis, England & Wales, UK), The Marketing Review (Westburn Publishers, Scotland), and others. Email: [email protected] | Series/Report no.: | Social Sciences & Humanities Open;Vol 6, Issue 1. | Abstract: | 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 e-service failure and e-service recovery strategies on customer satisfaction. | URI: | https://doi.org/10.1016/j.ssaho.2022.100292 http://hdl.handle.net/11408/5063 |
ISSN: | 2590-2911 |
| Appears in Collections: | Research Papers |
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| File | Description | Size | Format | |
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| Emotions--influence-on-customers--e-banking-satisfaction_2022_Social-Science.pdf | Full Text | 2.24 MB | Adobe PDF | View/Open |
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