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~person:"Anwar, Sohail"
~person:"Jang, Soocheong"
~subject:"Service industry"
~subject:"Service quality"
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6
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Anwar, Sohail
Jang, Soocheong
Mattila, Anna S.
19
Grégoire, Yany
12
Van Vaerenbergh, Yves
10
McColl-Kennedy, Janet R.
8
Tsarenko, Yelena
8
Edvardsson, Bo
7
Guchait, Priyanko
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Ro, Heejung
7
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7
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6
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6
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5
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5
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Matos, Celso Augusto de
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Shin, Hyunju
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Sreejesh, S.
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4
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International journal of hospitality management
6
International journal of contemporary hospitality management
2
International journal of services, economics and management
1
Journal of hospitality marketing & management
1
Qualitative market research : an international journal
1
The journal of services marketing
1
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ECONIS (ZBW)
12
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1
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:
2
Does social class matter in recovering self-service technology failures?
Kim, Heewon
;
Jang, Soocheong
- In:
International journal of contemporary hospitality management
34
(
2022
)
3
,
pp. 1135-1153
Persistent link: https://www.econbiz.de/10013164531
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
Is differential treatment in response to service failures effective? : the roles of comparison, loyalty, and scarcity messages
Kim, Heewon
;
Jang, Soocheong
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012547932
Saved in:
5
Can signaling impact customer satisfaction and behavioral intentions in times of service failure? : evidence from open versus closed kitchen restaurants
Byun, Jaemun
;
Jang, Soocheong
- In:
Journal of hospitality marketing & management
28
(
2019
)
7
,
pp. 785-806
Persistent link: https://www.econbiz.de/10012176719
Saved in:
6
Factors affecting memorability of service failures : a longitudinal analysis
Kim, Jong-Hyeong
;
Jang, Soocheong
- In:
International journal of contemporary hospitality management
28
(
2016
)
8
,
pp. 1676-1701
Persistent link: https://www.econbiz.de/10011613986
Saved in:
7
Toward service recovery strategies : the role of consumer-organization relationship norms
Hur, Jungyun
;
Jang, Soocheong
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 724-735
Persistent link: https://www.econbiz.de/10011590917
Saved in:
8
A scenario-based experiment and a field study : a comparative examination for service failure and recovery
Kim, Jong-hyeong
;
Jang, Soocheong
- In:
International journal of hospitality management
41
(
2014
),
pp. 125-132
Persistent link: https://www.econbiz.de/10010403058
Saved in:
9
The fading effect bias : examining changes in affect and behavioral intention in restaurant service failures and reoveries
Kim, Jong-hyeong
;
Jang, Soocheong
- In:
International journal of hospitality management
40
(
2014
),
pp. 109-119
Persistent link: https://www.econbiz.de/10010388577
Saved in:
10
Effects of compensation for service recovery : from the equity theory perspective
Kwon, SoYeon
;
Jang, Soocheong
- In:
International journal of hospitality management
31
(
2012
)
4
,
pp. 1235-1243
Persistent link: https://www.econbiz.de/10009567530
Saved in:
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