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The Impact of Online Service Recovery on Customer Satisfaction : Empirical Evidences from Service Operations in China

Gu, Bin - 2010

Online service recovery tools such as managerial responses are increasingly used by service providers to address customer concerns in online WOM platforms. In this paper, we analyze the effectiveness of such online service recovery effort on customer satisfaction using data retrieved from a...

Persistent link: https://www.econbiz.de/10013146899

Quantifying the dynamic effects of service recovery on customer satisfaction : evidence from Chinese mobile phone markets

Fang, Zheng; Luo, Xueming; Jiang, Minghua - In: Journal of service research : JSR 16 (2013) 3, pp. 341-355

Persistent link: https://www.econbiz.de/10009782132

Customer responses to integrity issues for travel services in China : a content analysis based on online complaints

Gong, Jin-Hong; Xie, Li-Shan; Peng, Jia-Min; Guan, Xin-Hua - In: International journal of contemporary hospitality management 27 (2015) 2, pp. 199-213

Persistent link: https://www.econbiz.de/10011300098

Customer satisfaction antecedents within service recovery context : evidences from "Big 4" banks in China

Li-hua, Yang - In: Nankai business review international 3 (2012) 3, pp. 284-301

Persistent link: https://www.econbiz.de/10009665305

Customer satisfaction and service quality in the Chinese airline industry

Chow, Clement Kong-wing - In: Journal of air transport management 35 (2014), pp. 102-107

Persistent link: https://www.econbiz.de/10010246661

Same but different : Chinese-American and Mainland Chinese consumers’ perceptions of and behavior in a service failure situation

Weber, Karin; Hsu, Cathy H. C.; Sparks, Beverley - In: Journal of travel and tourism marketing 33 (2016) 4/6, pp. 471-496

Persistent link: https://www.econbiz.de/10011517125

The effects of acculturation, social distinctiveness, and social presence in a service failure situation

Weber, Karin; Sparks, Beverley; Hsu, Cathy H. C. - In: International journal of hospitality management 56 (2016), pp. 44-55

Persistent link: https://www.econbiz.de/10011520943

An experimental investigation of the role of face in service failure and recovery encounters

Du, Jiangang; Fan, Xiucheng; Feng, Tianjun - In: The journal of consumer marketing 27 (2010) 7, pp. 584-593

Persistent link: https://www.econbiz.de/10008772834

The Chinese way of response to hospitality service failure : the effects of face and guanxi

Li, Mimi; Qiu, Shangzhi; Liu, Zhaoping - In: International journal of hospitality management 57 (2016), pp. 18-29

Persistent link: https://www.econbiz.de/10011581201

How trust mediate the effects of perceived justice on loyalty : a study in the context of automotive recall in China

Liu, Yang; Cheng, Peng; Ouyang, Zhe - In: Journal of retailing and consumer services 58 (2021), pp. 1-10

Persistent link: https://www.econbiz.de/10012431630

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