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Search: subject:"Service failure severity"
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Customer satisfaction
13
Dienstleistungsqualität
13
Kundenzufriedenheit
13
Service quality
13
Service failure severity
12
Beschwerdemanagement
11
Complaint management
11
Consumer behaviour
10
Konsumentenverhalten
10
Beziehungsmarketing
7
Relationship marketing
7
Customer service
5
Kundenservice
5
Consumer forgiveness
3
Dienstleistungssektor
3
Mobile communications
3
Mobilkommunikation
3
Service industry
3
service failure severity
3
Agreeableness
2
E-commerce
2
Electronic Commerce
2
Emotion
2
Empathy
2
Ethiopia
2
Gerechtigkeit
2
Justice
2
Online retailing
2
Online-Handel
2
Service recovery
2
Services industry
2
Switchover intention
2
revenge
2
service recovery
2
Äthiopien
2
Abstract explanation
1
Airline
1
Airline industry
1
Apology
1
Behavioral Intentions
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Undetermined
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English
16
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Khan, Muhammad Ishfaq
2
Prashar, Sanjeev
2
Riaz, Zeeshan
2
Salagrama, Ramakrishna
2
Tata, Sai Vijay
2
Tojib, Dewi
2
Al Alawi, Alamir
1
Al-Romeedy, Bassam Samir
1
Chih, Wen-Hai
1
Ciptoheriyanto, Priyono
1
Dibb, Sally
1
Elbaz, Ahmed Mohamed
1
Fang, Shujie
1
Furinto, Asnan
1
Halim, Rizal Edy
1
Hsu, Li-Chun
1
Jayawardhena, Chanaka
1
Jung, Na Young
1
Kamble, Aakash Ashok
1
Khajehzadeh, Saman
1
Kussusanti, Susanti
1
Li, Yaoqi
1
Lin, Wei-Ching
1
Liu, Hongfei
1
Mattila, Anna S.
1
Mekawy, Moustafa
1
Proença, João F.
1
Quach, Sara
1
Radu, Alexandru
1
Ranaweera, Chatura
1
Sarkar, Abhigyan
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Sarkar, Juhi Gahlot
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Sembada, Agung
1
Seock, Yoo-Kyoung
1
Soares, Raquel Reis
1
Soliman, Mohammad
1
Sreejesh, S.
1
Surachartkumtonkun, Jiraporn
1
Thaichon, Park
1
Tsarenko, Yelena
1
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Asia Pacific journal of marketing and logistics
2
Asia Pacific Journal of Marketing and Logistics
1
European Journal of Marketing
1
International journal of business information systems : IJBIS
1
International journal of electronic marketing and retailing : IJEMR
1
International journal of emerging markets
1
International journal of hospitality management
1
Inventi impact: service sector
1
Journal of Asian finance, economics and business : JAFEB
1
Journal of business research : JBR
1
Journal of service research : JSR
1
Marketing intelligence & planning
1
The service industries journal
1
Tourism management : research, policies, practice
1
Tourism review
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ECONIS (ZBW)
14
Other ZBW resources
2
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1
Customer responses to airline companies' service failure and recovery strategies : the moderating role of service failure habit
Elbaz, Ahmed Mohamed
;
Soliman, Mohammad
;
Al Alawi, Alamir
; …
- In:
Tourism review
78
(
2023
)
1
,
pp. 1-17
Persistent link: https://www.econbiz.de/10014235249
Saved in:
2
Examining the influence of forgiveness and its antecedents on consumer behavior : the moderating role of
service
failure
severity
Salagrama, Ramakrishna
;
Prashar, Sanjeev
;
Tata, Sai Vijay
- In:
International journal of emerging markets
18
(
2023
)
10
,
pp. 3973-3994
Persistent link: https://www.econbiz.de/10014455163
Saved in:
3
Relationship outcomes following a service failure : the role of agent likability
Radu, Alexandru
;
Quach, Sara
;
Thaichon, Park
; …
- In:
Asia Pacific journal of marketing and logistics
35
(
2023
)
2
,
pp. 364-379
Persistent link: https://www.econbiz.de/10013553058
Saved in:
4
Can beauty save service failures? : the role of recovery employees' physical attractiveness in the tourism industry
Li, Yaoqi
;
Zhang, Chun
;
Fang, Shujie
- In:
Journal of business research : JBR
141
(
2022
),
pp. 100-110
Persistent link: https://www.econbiz.de/10013167959
Saved in:
5
Matching explanations with regulatory focus
Salagrama, Ramakrishna
;
Mattila, Anna S.
;
Prashar, Sanjeev
- In:
Marketing intelligence & planning
40
(
2022
)
8
,
pp. 958-972
Persistent link: https://www.econbiz.de/10013393617
Saved in:
6
Modeling revenge and avoidance in the mobile service industry : moderation role of technology anxiety
Hsu, Li-Chun
;
Wang, Kai-Yu
;
Chih, Wen-Hai
;
Lin, Wei-Ching
- In:
The service industries journal
41
(
2021
)
15/16
,
pp. 1029-1052
Persistent link: https://www.econbiz.de/10012695309
Saved in:
7
Managing customers' undesirable responses towards hospitality service brands during service failure : the moderating role of other customer perception
Sarkar, Abhigyan
;
Sarkar, Juhi Gahlot
;
Sreejesh, S.
- In:
International journal of hospitality management
94
(
2021
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012495095
Saved in:
8
Examining the trade-off between compensation and promptness in eWOM-triggered service recovery : a restorative justice perspective
Liu, Hongfei
;
Jayawardhena, Chanaka
;
Dibb, Sally
; …
- In:
Tourism management : research, policies, practice
75
(
2019
),
pp. 381-392
Persistent link: https://www.econbiz.de/10012063617
Saved in:
9
Informational justice and post-recovery satisfaction in e-commerce : the role of
service
failure
severity
on behavioral intentions
Kussusanti, Susanti
;
Ciptoheriyanto, Priyono
;
Halim, …
- In:
Journal of Asian finance, economics and business : JAFEB
6
(
2019
)
1
,
pp. 129-139
Persistent link: https://www.econbiz.de/10012033706
Saved in:
10
Relationship between customer loyalty and service failure, service recovery and switching costs in online retailing
Kamble, Aakash Ashok
;
Walvekar, Shubhangi
- In:
International journal of business information systems : …
32
(
2019
)
1
,
pp. 56-72
Persistent link: https://www.econbiz.de/10012154594
Saved in:
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