Narrow search
Showing 1 - 10 of 197
Cover Image
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
Cover Image
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
Cover Image
Employee emotional response toward healthcare organization’s service recovery efforts and its influences on service recovery performance
Kim, Sang-Man - In: Service business 6 (2012) 3, pp. 297-321
Persistent link: https://www.econbiz.de/10009613999
Cover Image
The effect of organizational responses to service failures on customer satisfaction perception
Cheung, Fung Yi Millissa; To, W. M. - In: Service business 11 (2017) 4, pp. 767-784
Persistent link: https://www.econbiz.de/10011915006
Cover Image
Perceived justice and post-recovery satisfaction in banking service failures : do commitment types matter?
Ozkan Tektas, Oznur - In: Service business 11 (2017) 4, pp. 851-870
Persistent link: https://www.econbiz.de/10011915015
Cover Image
How to explain service failure? : impacts of justifications
Chen, WeiWei; Lee, Hsiao-Ching - In: Service business 12 (2018) 2, pp. 331-356
Persistent link: https://www.econbiz.de/10011915060
Cover Image
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
Cover Image
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
Cover Image
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
Cover Image
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