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Are cynical customers satisfied differently? : role of negative inferred motive and customer participation in service recovery
Balaji, M. S.; Jha, Subhash; Sengupta, Aditi Sarkar; … - In: Journal of business research : JBR 86 (2018), pp. 109-118
Persistent link: https://www.econbiz.de/10011855231
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Effect of service recovery on customers' perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites
Jung, Na Young; Seock, Yoo-Kyoung - In: Journal of retailing and consumer services 37 (2017), pp. 23-30
Persistent link: https://www.econbiz.de/10011729705
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The role of perceived control in customer value cocreation and service recovery evaluation
Guo, Lin; Lotz, Sherry L.; Tang, Chuanyi; Gruen, Thomas W. - In: Journal of service research : JSR 19 (2016) 1, pp. 39-56
Persistent link: https://www.econbiz.de/10011433138
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The effects of perceived justice and experience on service recovery satisfaction and post-purchase behaviours in the airline industry
Pai, Fan-Yun - In: International journal of services and operations management 21 (2015) 2, pp. 175-186
Persistent link: https://www.econbiz.de/10011380064
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An empirical study of the role of failure severity in service recovery evaluation in the context of the airline industry
Nikbin, Davoud; Hyun, Sunghyup Sean - In: Review of managerial science 9 (2015) 4, pp. 731-749
Persistent link: https://www.econbiz.de/10011346095
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Does relationship matter? : customers' response to service failure
Tsai, Chia-ching; Yang, Yung-kai; Cheng, Yu-chi - In: Managing service quality : MSQ ; an international journal 24 (2014) 2, pp. 139-159
Persistent link: https://www.econbiz.de/10010254024
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Please explain why it happened! : How perceived justice and customer involvement affect post co-recovery evaluations : study of Iranian online shoppers
Gohary, Ali; Hamzelu, Bahman; Alizadeh, Hamid - In: Journal of retailing and consumer services 31 (2016), pp. 127-142
Persistent link: https://www.econbiz.de/10011528558
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Brand credibility and customer-based brand equity : a service recovery perspective
Rifi, Azzam; Mostafa, Rania B. - In: Journal of financial services marketing 27 (2022) 1, pp. 1-16
Persistent link: https://www.econbiz.de/10013170430
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Customers' perceived justice, emotions, direct and indirect reactions to service recovery : moderating effects of recovery efforts
Cai, Ruiying; Qu, Hailin - In: Journal of hospitality marketing & management 27 (2018) 3, pp. 323-345
Persistent link: https://www.econbiz.de/10011880415
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The effects of apologies for service failures in the global online retail
Sengupta, Sanchayan; Ray, Daniel; Trendel, Olivier; Van … - In: International journal of electronic commerce : IJEC 22 (2018) 3, pp. 419-445
Persistent link: https://www.econbiz.de/10011884544