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The nature of an apology : an experimental study on how to apologize after a service failure
Roschk, Holger; Kaiser, Susanne - In: Marketing letters : a journal of research in marketing 24 (2013) 3, pp. 293-309
Persistent link: https://www.econbiz.de/10009786892
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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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Complaint, patience, and neglect : responses to a dissatisfying service experience
Ro, Heejung - In: Service business 8 (2014) 2, pp. 197-216
Persistent link: https://www.econbiz.de/10010351456
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Crocodile Marketing : an experimental investigation into the effects of "crocodile-tear" apologies on patient loyalty intentions
Dietrich, Martin; Drevs, Florian; Lindenmeier, Jörg; … - In: Schmalenbach business review : sbr 67 (2015) 1, pp. 34-53
Persistent link: https://www.econbiz.de/10010471732
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Managing online service recovery : procedures, justice and customer satisfaction
Singh, Jaywant; Crisafulli, Benedetta - In: Journal of service theory and practice : JSTP 26 (2016) 6, pp. 764-787
Persistent link: https://www.econbiz.de/10011599230
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Retail "save the sale" tactics : consumer perceptions of in-store logistics service recovery
Peinkofer, Simone T.; Esper, Terry L.; Smith, Ronn J.; … - In: Journal of business logistics 43 (2022) 2, pp. 238-264
Persistent link: https://www.econbiz.de/10013347440
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Distinguishing between the impact of social media public and private compliments on customers' future service recovery expectations
Bozkurt, Sıddık; Gligor, David - In: Journal of retailing and consumer services 60 (2021), pp. 1-12
Persistent link: https://www.econbiz.de/10012502644
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Rage against the machine : experimental insights into customers' negative emotional responses, attributions of responsibility, and coping strategies in artificial intelligence-base...
Pavone, Giulia; Meyer-Waarden, Lars; Munzel, Andreas - In: Journal of interactive marketing 58 (2023) 1, pp. 52-71
Persistent link: https://www.econbiz.de/10014228865
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Service encounter failure, negative destination emotion and behavioral intention : an experimental study of taxi service
Xu, Jing; Yan, Libo; Mak, Connie K. Y. - In: Tourism management perspectives : TMP 40 (2021), pp. 1-12
Persistent link: https://www.econbiz.de/10013209329
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Antecedents and the underlying mechanism of customer intention of co-creating a dining experience
Im, Jinyoung; Qu, Hailin; Beck, Jeffrey A. - In: International journal of hospitality management 92 (2021), pp. 1-12
Persistent link: https://www.econbiz.de/10012425014