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Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.; Hancock, Tyler; Kazandjian, Brett; … - In: Journal of business research : JBR 144 (2022), pp. 703-716
Persistent link: https://www.econbiz.de/10013185032
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Customer service evaluations of employees with disabilities : the roles of perceived competence and service failure
Madera, Juan M.; Taylor, D. Christopher; Barber, Nelson A. - In: The Cornell hospitality quarterly 61 (2020) 1, pp. 5-18
Persistent link: https://www.econbiz.de/10012158099
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An experimental study of how missing employee empathy in failed service interactions affects empathetic customers' ewom-giving behaviour
Abend, Neele Inken; Juan Vigaray, María D. de; … - In: Administrative Sciences : open access journal 13 (2023) 5, pp. 1-19
Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...
Persistent link: https://www.econbiz.de/10014318720
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Integrating technology and digital connectivity in service recovery strategis to achieve recovery satisfaction during the COVID-19 pandemic : a hybrid approach
Kayambazinthu Msosa, Steven - In: Baltic Journal of Economic Studies 7 (2021) 5, pp. 1-10
Persistent link: https://www.econbiz.de/10013358976
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A conceptual model for proactive-interactive customer complaint management systems
Atlikhan, Atefeh; Albadvi, Amir; Ghapanchi, Amir Hossein - In: International journal of business information systems : … 13 (2013) 4, pp. 490-503
Persistent link: https://www.econbiz.de/10010231390
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Post-service recovery customer satisfaction in Indian retail banking : a qualitative perspective
Mandal, Pratap Chandra - In: International journal of financial services management … 8 (2015) 1, pp. 1-17
Persistent link: https://www.econbiz.de/10011407241
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Impact of service recovery, customer satisfaction, and corporate image on customer loyalty
Zaid, Sudirman; Palilati, Alida; Madjid, Rahmat; Bua, … - In: Journal of Asian finance, economics and business : JAFEB 8 (2021) 1, pp. 961-970
Persistent link: https://www.econbiz.de/10012692597
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Scale development of customer satisfaction with complaint handling and service recovery in an e-commerce setting
Kumari, Parveen; Kumar, Satinder; Itani, Maher N. - In: Journal for global business advancement : JGBA 14 (2021) 3, pp. 383-407
Persistent link: https://www.econbiz.de/10012614003
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Future research direction for customer satisfaction in relation to complaint handling and service recovery in e-commerce
Kumari, Parveen; Kumar, Satinder - In: International journal of electronic customer … 12 (2020) 3, pp. 191-204
Persistent link: https://www.econbiz.de/10012509217
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Frontline problem-solving effectiveness : a dynamic analysis of verbal and nonverbal cues
Marinova, Detelina; Singh, Sunil K.; Singh, Jagdip - In: Journal of marketing research : JMR 55 (2018) 2, pp. 178-192
Persistent link: https://www.econbiz.de/10011844990