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Explaining consumer complaining behaviour in double deviation scenarios : the banking services
Casado-Díaz, Ana B.; Nicolau-Gonzálbez, Juan L. - In: The service industries journal 29 (2009) 11/12, pp. 1659-1668
Persistent link: https://www.econbiz.de/10003928652
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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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Effects of customer loyalty on customer entitlement and voiced complaints
Li, Xiaofei; Ma, Baolong; Zhou, Chen - In: The service industries journal 37 (2017) 13/14, pp. 858-874
Persistent link: https://www.econbiz.de/10011847982
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Service recovery expectation model : from the perspectives of consumers
Lin, Wen-bao - In: The service industries journal 30 (2010) 5/6, pp. 873-889
Persistent link: https://www.econbiz.de/10003993297
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Perceived power inbalance and customer dissatisfaction
Lee, Jungki - In: The service industries journal 30 (2010) 7/8, pp. 1113-1137
Persistent link: https://www.econbiz.de/10003996106
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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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How do consumer-to-consumer interactions affect bystanders on corporate social media (CSM)? : (in)civility in advocates' responses and complainant-bystander psychological distance
Huang, Ran; Ha, Sejin - In: The service industries journal 44 (2024) 11/12, pp. 789-812
Persistent link: https://www.econbiz.de/10015050128
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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