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Corporate image : a service recovery perspective
Mostafa, Rania B.; Lages, Cristiana R.; Shabbir, Haseeb A. - In: Journal of service research : JSR 18 (2015) 4, pp. 468-483
Persistent link: https://www.econbiz.de/10011392283
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What men and women really want : differences in gender-based evaluations of service recovery efforts
Ding, May-Ching; Ho, Ching Wei; Lii, Yuan-Shuh - In: Journal of Asia Pacific business 17 (2016) 1, pp. 59-80
Persistent link: https://www.econbiz.de/10011457884
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Is corporate reputation a double-edged sword? : relative effects of perceived justice in airline service recovery
Ding, May-Ching; Ho, Ching-Wei; Lii, Yuan-Shuh - In: International journal of economics and business research 10 (2015) 1, pp. 1-17
Persistent link: https://www.econbiz.de/10011412174
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Are cynical customers satisfied differently? : role of negative inferred motive and customer participation in service recovery
Balaji, M. S.; Jha, Subhash; Sengupta, Aditi Sarkar; … - In: Journal of business research : JBR 86 (2018), pp. 109-118
Persistent link: https://www.econbiz.de/10011855231
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Effect of service recovery on customers' perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites
Jung, Na Young; Seock, Yoo-Kyoung - In: Journal of retailing and consumer services 37 (2017), pp. 23-30
Persistent link: https://www.econbiz.de/10011729705
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The role of perceived control in customer value cocreation and service recovery evaluation
Guo, Lin; Lotz, Sherry L.; Tang, Chuanyi; Gruen, Thomas W. - In: Journal of service research : JSR 19 (2016) 1, pp. 39-56
Persistent link: https://www.econbiz.de/10011433138
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The effects of perceived justice and experience on service recovery satisfaction and post-purchase behaviours in the airline industry
Pai, Fan-Yun - In: International journal of services and operations management 21 (2015) 2, pp. 175-186
Persistent link: https://www.econbiz.de/10011380064
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An empirical study of the role of failure severity in service recovery evaluation in the context of the airline industry
Nikbin, Davoud; Hyun, Sunghyup Sean - In: Review of managerial science 9 (2015) 4, pp. 731-749
Persistent link: https://www.econbiz.de/10011346095
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Does relationship matter? : customers' response to service failure
Tsai, Chia-ching; Yang, Yung-kai; Cheng, Yu-chi - In: Managing service quality : MSQ ; an international journal 24 (2014) 2, pp. 139-159
Persistent link: https://www.econbiz.de/10010254024
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Please explain why it happened! : How perceived justice and customer involvement affect post co-recovery evaluations : study of Iranian online shoppers
Gohary, Ali; Hamzelu, Bahman; Alizadeh, Hamid - In: Journal of retailing and consumer services 31 (2016), pp. 127-142
Persistent link: https://www.econbiz.de/10011528558