RANFAGNI, Silvia
RANFAGNI, Silvia
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An exploration into the relationship between chatbots, service failure recovery and customer loyalty: a view from frustration-aggression theory.
2024-01-01 Ozuem, Wilson; Ranfagni, Silvia; Willis, Michelle; Salvietti, Giada; Howell, Kerry
BRAND AUTHENTICITY AND OMNICHANNEL RETAILING: CONCEPTUAL DISSONANCE AND EMERGING RESEARCH DIRECTIONS
2021-01-01 Salvietti, Giada; Ranfagni, Silvia; Ieva, Marco; Ziliani, Cristina
Chatbot-enabled service failure recovery and customer loyalty: insights from commitment-trust and trust-transfer lenses.
2024-01-01 Ozuem, Wilson; Ranfagni, Silvia; Willis, Michelle; Salvietti, Giada; Howell, Kerry
Ensuring customer satisfaction and loyalty of online health and well-being: a comparison study across types of services
2024-01-01 Salvietti, Giada; Ranfagni, Silvia; Berti, Danio
Exploring the relationship between chatbots, service failure recovery and customer loyalty: A frustration–aggression perspective
2024-01-01 Ozuem, Wilson; Ranfagni, Silvia; Willis, Michelle; Salvietti, Giada; Howell, Kerry
Framing Generation Z’s Purchasing Process: A Mixed Method Approach
2023-01-01 Salvietti, G.; Ranfagni, S.; Berti, D.
How to Combine Sustainability and Authenticity in Luxury Brands
2023-01-01 Ranfagni, Silvia; Salvietti, Giada