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Investigating the impact of service quality dimensions on reputation and brand trust

Esmaeilpour, Majid; Sayadi, Amrollah; Mirzaei, Mahnaz - In: International journal of business and economic sciences … 10 (2017) 3, pp. 7-17

Purpose: The objective of this study was to investigate the impact of service quality dimensions on brand reputation and brand trust in Iran’s Saderat Bank. Design/methodology/approach: The present study is applied in terms of objective and results of study and correlational type of...

Persistent link: https://www.econbiz.de/10011823495

Responding to negative online reviews : the effects of hotel responses on customer inferences of trust and concern

Sparks, Beverley; So, Kevin Kam Fung; Bradley, Graham L. - In: Tourism management : research, policies, practice 53 (2016), pp. 74-85

Persistent link: https://www.econbiz.de/10011440024

Building trust through a personal touch : consumer response to service failure and recovery of home-sharing

Lu, Lu; Cai, Ruiying; King, Ceridwyn - In: Journal of business research : JBR 117 (2020), pp. 99-111

Persistent link: https://www.econbiz.de/10012285524

The role of regulation and financial compensation on trust recovery

Gasparotto, Lisiane Santos; Pacheco, Natália Araújo; … - In: Australasian marketing journal 26 (2018) 1, pp. 10-16

Persistent link: https://www.econbiz.de/10011880447

Modeling consumer distrust of online hotel reviews

Ahmad, Wasim; Sun, Jin - In: International journal of hospitality management 71 (2018), pp. 77-90

Persistent link: https://www.econbiz.de/10011849560

What drives customer engagement after a service failure? : the moderating role of customer trust

Honora, Andreawan; Chih, Wen-Hai; Ortiz, Jaime - In: International journal of consumer studies 47 (2023) 5, pp. 1714-1732

Persistent link: https://www.econbiz.de/10014335594

When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure

Cui, Jinsheng; Zhang, Mengwei; Zhong, Jianan - In: Journal of service theory and practice 33 (2023) 6, pp. 842-872

Persistent link: https://www.econbiz.de/10014448129

The price of good friendships : examining the roles of relationship norms and perceived controllability in service failure encounters

Li, Zongchao; Tao, Weiting; Wu, Linwan - In: International journal of business communication : IJBC … 60 (2023) 1, pp. 105-129

Persistent link: https://www.econbiz.de/10014228978

The influence of the source and valence of word-of-mouth information on post-failure and post-recovery evaluations

Hess, Ronald L. <Jr.>; Ring, Lawrence - In: Service business 10 (2016) 2, pp. 319-343

Persistent link: https://www.econbiz.de/10011722315

Quality of physical surroundings and service encounters, airfare, trust and intention during the flight : age-group difference (young, middle-aged, and mature)

Han, Heesup; Hwang, Jinsoo - In: International journal of contemporary hospitality management 27 (2015) 4, pp. 585-607

Persistent link: https://www.econbiz.de/10011326581

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