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Do customers exhibit gratitude after service recovery? : understanding the moderating role of relationship type
Salagrama, Ramakrishna; Prashar, Sanjeev; Tata, Sai Vijay - In: Service business 15 (2021) 4, pp. 757-779
Persistent link: https://www.econbiz.de/10012794134
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Overcompensation as a service recovery strategy : the financial aspect of customers' extra effort
Kenesei, Zsófia; Bali, Zsofia - In: Service business 14 (2020) 2, pp. 187-216
Persistent link: https://www.econbiz.de/10012304224
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The effects of emotional intelligence on service recovery and organizational loyalty : a case of flight attendants of South Korean airlines
Lee, Jung-hyun; Kim, Min-su; Jeon, Aeeun - In: Service business 7 (2013) 4, pp. 665-686
Persistent link: https://www.econbiz.de/10010201131
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Complaint, patience, and neglect : responses to a dissatisfying service experience
Ro, Heejung - In: Service business 8 (2014) 2, pp. 197-216
Persistent link: https://www.econbiz.de/10010351456
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The relationship between informational justice, recovery satisfaction, and loyalty : the moderating role of failure attributions
Davoud Nikbin; Ishak Ismail; Malliga Marimuthu - In: Service business 7 (2013) 3, pp. 419-435
Persistent link: https://www.econbiz.de/10009776971
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How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies; Van Vaerenbergh, Yves; Van den … - In: Service business 13 (2019) 3, pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
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Underscoring trainer's lack of effort or talent in service failure of personal fitness training : customers' negative word-of-mouth response
Park, Sangchul; Lee, Hyun-Woo; Nite, Calvin - In: Service business 17 (2023) 4, pp. 1025-1050
Persistent link: https://www.econbiz.de/10014504697
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Can robots recover a service using interactional justice as employees do? : a literature review-based assessment
Lajante, Mathieu; Remisch, David; Dorofeev, Nikita - In: Service business 17 (2023) 1, pp. 315-357
Persistent link: https://www.econbiz.de/10014282973
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How online service recovery approaches bolster recovery performance? : a multi-level perspective
Li, Chia-Ying; Fang, Yu-Hui - In: Service business 10 (2016) 1, pp. 179-200
Persistent link: https://www.econbiz.de/10011722225
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The influence of the source and valence of word-of-mouth information on post-failure and post-recovery evaluations
Hess, Ronald L. <Jr.>; Ring, Lawrence - In: Service business 10 (2016) 2, pp. 319-343
Persistent link: https://www.econbiz.de/10011722315