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Don't just fix it, make it better! : using frontline service employees to improve recovery performance
Heijden, Gielis A. H. van der; Schepers, Jeroen J. L.; … - In: Journal of the Academy of Marketing Science 41 (2013) 5, pp. 515-530
Persistent link: https://www.econbiz.de/10010126691
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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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An examination of consumer advocacy and complaining behavior in the context of service failure
Chelminski, Piotr; Coulter, Robin A. - In: The journal of services marketing 25 (2011) 5, pp. 361-370
Persistent link: https://www.econbiz.de/10009272241
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Service recovery : the moderating role of customer loyalty in the context of Moroccan retail banking
Bendriouch, Fatima Zahra; Dassouli, Sara; Satt, Harit; … - In: International journal of logistics economics and … 10 (2023) 3, pp. 209-236
Persistent link: https://www.econbiz.de/10015067029
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Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko; Edvardsson, Bo; Otterbring, Tobias; … - In: Marketing letters : a journal of research in marketing 34 (2023) 1, pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
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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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Integrating technology and digital connectivity in service recovery strategis to achieve recovery satisfaction during the COVID-19 pandemic : a hybrid approach
Kayambazinthu Msosa, Steven - In: Baltic Journal of Economic Studies 7 (2021) 5, pp. 1-10
Persistent link: https://www.econbiz.de/10013358976
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Post-service recovery customer satisfaction in Indian retail banking : a qualitative perspective
Mandal, Pratap Chandra - In: International journal of financial services management … 8 (2015) 1, pp. 1-17
Persistent link: https://www.econbiz.de/10011407241