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"Actions speak louder than words" : an impact of service recovery antecedents on customer delight in quick-service restaurants
Agnihotri, Durgesh; Kulshreshtha, Kushagra; Tripathi, Vikas - In: Asia-Pacific journal of business administration 14 (2022) 4, pp. 421-444
Persistent link: https://www.econbiz.de/10013536877
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Rectifying failure of service : how customer perceptions of justice affect their emotional reponse and social media testimonial
Kim, Eojina; Tang, Liang - In: Journal of hospitality marketing & management 25 (2016) 7/8, pp. 897-924
Persistent link: https://www.econbiz.de/10011621365
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The impact of employee empathy on brand trust in organizational complaint response emails : a closer look at linguistic realization
Van Herck, Rebecca; Decock, Sofie; De Clerck, Bernard; … - In: International journal of business communication : IJBC … 60 (2023) 4, pp. 1220-1266
Persistent link: https://www.econbiz.de/10014365724
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Behavioural consequences of verbally expressed and unexpressed customer rage emotions
Awasthi, Ashwini K.; Kumar, Vineet - In: Journal of consumer marketing 39 (2022) 1, pp. 133-144
Persistent link: https://www.econbiz.de/10013165322
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Research on the influence of compensation methods and customer sentiment on service recovery effect
Wei, Jiahua; Lin, Xi - In: Total quality management & business excellence 33 (2022) 5, pp. 489-508
Persistent link: https://www.econbiz.de/10013166889
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Other customer service failures : emotions, impacts, and attributions
Baker, Melissa A.; Kim, Kawon Kathy - In: Journal of hospitality & tourism research : JHTR ; the … 42 (2018) 7, pp. 1067-1085
Persistent link: https://www.econbiz.de/10011922297
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Service recovery in unaffected consumers : evidence of a recovery paradox
Wardley, Marcus - In: International journal of quality and service sciences 14 (2022) 1, pp. 121-132
Persistent link: https://www.econbiz.de/10012884467
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When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël; Cusin, Julien; Lunardo, Renaud - In: Psychology & marketing 40 (2023) 12, pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
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Effects of third-party observer empathy when viewing interactions between robots and customers : the moderating role of robot eeriness
Sheng, Xiaojing; Murray, Ross; Ketron, Seth C.; Felix, Reto - In: International journal of hospitality management 119 (2024), pp. 1-11
Persistent link: https://www.econbiz.de/10015070773
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Is customer participation always good in service recovery? : the moderating role of customers' positive psychological capital
Alotaibi, Meteb Naif; Chaouali, Walid; Hammami, Samiha … - In: International journal of bank marketing 41 (2023) 3, pp. 457-484
Persistent link: https://www.econbiz.de/10014267032