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~person:"Anwar, Sohail"
~person:"Casidy, Riza"
~subject:"Service industry"
~subject:"Service quality"
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Service industry
Service quality
Beschwerdemanagement
6
Complaint management
6
Customer satisfaction
6
Dienstleistungsqualität
6
Kundenzufriedenheit
6
Customer service
5
Kundenservice
5
Beziehungsmarketing
3
Relationship marketing
3
Service failure
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service failure
3
Consumer behaviour
2
Konsumentenverhalten
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Service recovery
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forgiveness
2
interactional justice
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service recovery
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Bibliometrics
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Compensation
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Consumer forgiveness
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1
Dienstleistungssektor
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Distributive justice
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Gerechtigkeit
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Post-recovery
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Rawls's theory of justice
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SR
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Anwar, Sohail
Casidy, Riza
Mattila, Anna S.
19
Grégoire, Yany
12
Jang, Soocheong
10
Van Vaerenbergh, Yves
10
McColl-Kennedy, Janet R.
8
Tsarenko, Yelena
8
Edvardsson, Bo
7
Guchait, Priyanko
7
Ro, Heejung
7
Sparks, Beverley
7
Balaji, M. S.
6
MacQuilken, Lisa
6
Svensson, Göran
6
Tronvoll, BÃ¥rd
6
Baker, Thomas L.
5
Brady, Michael K.
5
Chebat, Jean-Charles
5
Harun, Ahasan
5
Larivière, Bart
5
Matos, Celso Augusto de
5
Meyer, Tracy
5
Ozuem, Wilson
5
Patterson, Paul G.
5
Roschk, Holger
5
Shin, Hyunju
5
Sreejesh, S.
5
Beatty, Sharon E.
4
Béal, Mathieu
4
Crisafulli, Benedetta
4
Fan, Xiucheng
4
Gelbrich, Katja
4
Gerstner, Eitan
4
Halperin, Basil
4
Hanks, Lydia
4
Ho, Benjamin
4
Hogreve, Jens
4
Hsu, Cathy H. C.
4
List, John A.
4
Miao, Li
4
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International journal of services, economics and management
1
Journal of retailing and consumer services
1
Journal of service research : JSR
1
Journal of service theory and practice
1
Qualitative market research : an international journal
1
Services marketing quarterly
1
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ECONIS (ZBW)
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1
Factors influencing consumer forgiveness : a systematic literature review and directions for future research
Kim, Yungchul
;
Ho, Ting Hin
;
Tan, Lay Peng
;
Casidy, Riza
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 601-628
Persistent link: https://www.econbiz.de/10014339764
Saved in:
2
Understanding the conceptualisation and strategies of service recovery processes in service organisations
Anwar, Sohail
- In:
International journal of services, economics and management
14
(
2023
)
2
,
pp. 175-197
Persistent link: https://www.econbiz.de/10014311637
Saved in:
3
An integrated service recovery process for service failures : insights from systematic review
Anwar, Sohail
;
Ozuem, Wilson
- In:
Qualitative market research : an international journal
25
(
2022
)
4
,
pp. 433-452
Persistent link: https://www.econbiz.de/10013380492
Saved in:
4
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
5
Deck the halls with boughs of holly to soften evaluations of service failure
Newton, Joshua D.
;
Wong, Jimmy
;
Casidy, Riza
- In:
Journal of service research : JSR
21
(
2018
)
4
,
pp. 389-404
Persistent link: https://www.econbiz.de/10011951796
Saved in:
6
The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Casidy, Riza
;
Shin, Hyunju
- In:
Journal of retailing and consumer services
27
(
2015
),
pp. 103-112
Persistent link: https://www.econbiz.de/10011388094
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