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Compensatory solution : can it save a company from a service failure?
Tran, Trang P.; Roswinanto, Widyarso; Yunus, Erlinda Nusron - In: Services marketing quarterly 37 (2016) 2, pp. 80-97
Persistent link: https://www.econbiz.de/10011486830
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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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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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Receiving, recording, and responding to customer complaints : the effects of formalizing customer complaint handling policies in retail firms
Shooshtari, Nader H.; Stan, Simona; Clouse, Shawn F. - In: Services marketing quarterly 39 (2018) 3, pp. 225-239
Persistent link: https://www.econbiz.de/10011940195
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The effects of service failures and recovery on customer loyalty in e-services : an empirical investigation
Sousa, Rui; Voss, Christopher A. - In: International journal of operations & production … 29 (2009) 8, pp. 834-864
Persistent link: https://www.econbiz.de/10009523754
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Switching barriers and customer retention : why customers dissatisfied with online service recovery remain loyal
Li, Chia-Ying - In: Journal of service theory and practice : JSTP 25 (2015) 4, pp. 370-393
Persistent link: https://www.econbiz.de/10011400714
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Online service failure : diagnosing customer's evaluation of critical incidents outcomes
Ahmad, Maisarah; Kadir, Suhaila Abdul; Syed Shah Alam; … - In: International journal of applied business and economic … 13 (2015) 1, pp. 239-257
Persistent link: https://www.econbiz.de/10011376176
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Foreign or domestic : who provides better customer service?
Poddar, Amit; Ozcan, Timucin; Madupalli, Ramana Kumar - In: The journal of services marketing 29 (2015) 2, pp. 124-136
Persistent link: https://www.econbiz.de/10011343386