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~subject:"Relationship marketing"
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Relationship marketing
Beschwerdemanagement
9
Complaint management
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Customer satisfaction
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Dienstleistungsqualität
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Kundenzufriedenheit
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Beziehungsmarketing
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service recovery satisfaction
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Perceived justice
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Service recovery
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ECONIS (ZBW)
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1
Measuring the intention-behavior gap in service failure and recovery : the moderating roles of failure severity and
service
recovery
satisfaction
Mesquita, José Marcos Carvalho de
;
Shin, Hyunju
; …
- In:
European journal of marketing
57
(
2023
)
7
,
pp. 1826-1853
Persistent link: https://www.econbiz.de/10014342175
Saved in:
2
The role of switching cost in the e-service recovery framework among banking customers
Jose, Ajay
;
Mathew, Sonia
;
Rejikumar G.
;
Chacko, Dony Peter
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 86-109
Persistent link: https://www.econbiz.de/10012884465
Saved in:
3
Double deviation investigation of perceived service recovery justice : a study on the Indonesian airline industry
Ellyawati, Jeanne
- In:
The journal of applied business research
33
(
2017
)
6
,
pp. 1263-1271
Persistent link: https://www.econbiz.de/10011785477
Saved in:
4
Diagnosing the impact of retail bank customers' perceived justice on their
service
recovery
satisfaction
and post-purchase behaviours : an empirical study in financial centre of mi...
Nadiri, Halil
- In:
Economic research
29
(
2016
)
1
,
pp. 193-216
Persistent link: https://www.econbiz.de/10012221585
Saved in:
5
Retaining customers after service failure recoveries : a contingency model
Wang, Kai-yu
;
Hsu, Li-chun
;
Chih, Wen-hai
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
4
,
pp. 318-338
Persistent link: https://www.econbiz.de/10010389695
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