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Preconsumption mood, causal explanations, and postrecovery reactions
Yang, Wan; Hanks, Lydia - In: Journal of hospitality marketing & management 25 (2016) 1/2, pp. 69-90
Persistent link: https://www.econbiz.de/10011453969
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Explanation information and source in service recovery initiatives
Baker, Thomas; Meyer, Tracy - In: The journal of services marketing 28 (2014) 4, pp. 311-318
Persistent link: https://www.econbiz.de/10010411912
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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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Unveiling the recovery time zone of tolerance : when time matters in service recovery
Hogreve, Jens; Bilstein, Nicola; Mandl, Leonhard - In: Journal of the Academy of Marketing Science 45 (2017) 6, pp. 866-883
Persistent link: https://www.econbiz.de/10011779540
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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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How to explain service failure? : impacts of justifications
Chen, WeiWei; Lee, Hsiao-Ching - In: Service business 12 (2018) 2, pp. 331-356
Persistent link: https://www.econbiz.de/10011915060