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When AI-based services fail : examining the effect of the self-AI connection on willingness to share negative word-of-mouth after service failures
Huang, Bo; Philp, Matthew - In: The service industries journal 41 (2021) 13/14, pp. 877-899
Persistent link: https://www.econbiz.de/10012695297
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Quality function deployment in failure recovery and prevention
Chen, Hsi-Tien - In: The service industries journal 36 (2016) 13/14, pp. 615-637
Persistent link: https://www.econbiz.de/10011655406
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Matching service failures and recovery options toward satisfaction
Cantor, Victor John M.; Li, Richard C. - In: The service industries journal 39 (2019) 13/14, pp. 901-924
Persistent link: https://www.econbiz.de/10012205901
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Customer e-complaining behaviours using social media
Balaji, M. S.; Jha, Subhash; Stafford, Marla Royne - In: The service industries journal 35 (2015) 11/12, pp. 633-654
Persistent link: https://www.econbiz.de/10011401814
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Trust fall : data breach perceptions from loyalty and non-loyalty customers
Chen, Hsiangting Shatina; Jai, Tun-Min - In: The service industries journal 41 (2021) 13/14, pp. 947-963
Persistent link: https://www.econbiz.de/10012695300
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The relationship between Internet addiction and negative eWOM
Israeli, Aviad A.; Lee, Seonjeong; Karpinski, Aryn C. - In: The service industries journal 39 (2019) 13/14, pp. 943-965
Persistent link: https://www.econbiz.de/10012205909
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Effects of retailers' service quality and legitimacy on behavioral intention : the role of emotions during COVID-19
Yang, Kiseol; Kim, Jiyoung; Min, Jihye; … - In: The service industries journal 41 (2021) 1/2, pp. 84-106
Persistent link: https://www.econbiz.de/10012483665
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The service smile chain : linking leader emotions to customer outcomes
Liu, Xiao-Yu; Liu, Yongmei - In: The service industries journal 40 (2020) 5/6, pp. 415-435
Persistent link: https://www.econbiz.de/10012208574
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Exploration of lead factors affecting service recovery
Lin, Wen-bao - In: The service industries journal 29 (2009) 11/12, pp. 1529-1546
Persistent link: https://www.econbiz.de/10003928492
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Service failure and recovery in using technology-based self-service : effects on user attributions and satisfaction
Dabholkar, Pratibha A.; Spaid, Brian I. - In: The service industries journal 32 (2012) 9, pp. 1415-1432
Persistent link: https://www.econbiz.de/10009579525