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Managing social media recovery : the important role of service recovery transparency in retaining customers
Honora, Andreawan; Chih, Wen-Hai; Wang, Kai-Yu - In: Journal of retailing and consumer services 64 (2022), pp. 1-11
Persistent link: https://www.econbiz.de/10013209548
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The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction
Arun Kumar Tarofder; Nikhashemi, Seyed Rajab; Azam, S. … - In: International journal of quality and service sciences 8 (2016) 4, pp. 516-535
Persistent link: https://www.econbiz.de/10011641344
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Trust recovery tactics in financial services : the moderating role of service failure severity
Raza, Ali; Tsiotsou, Rodoula; Sarfraz, Muhammad; Ishaq, … - In: International journal of bank marketing 41 (2023) 7, pp. 1611-1639
Persistent link: https://www.econbiz.de/10014470723
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The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction
Tarofder, Arun Kumar; Nikhashemi, Seyed Rajab; Azam, … - In: International Journal of Quality and Service Sciences 8 (2016) 4, pp. 516-535
Purpose The purpose of this paper is to examine the effect of explanation on customer satisfaction in the service …. Findings Results reveal that all four dimensions of explanation have significant partial mediating effect on repurchase …, as it supports the role of using explanation as a practical tool for fostering positive and profitable outcomes like …
Persistent link: https://www.econbiz.de/10014802659