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The effect of justice in the history of loyalty : a study in failure recovery in the retail context
Lopes, Evandro Luiz; Silva, Marcos Antonio da - In: Journal of retailing and consumer services 24 (2015), pp. 110-120
Persistent link: https://www.econbiz.de/10010528597
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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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How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?
Bolton, Lisa E.; Mattila, Anna S. - In: Journal of retailing 91 (2015) 1, pp. 140-153
Persistent link: https://www.econbiz.de/10010500739
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Do customers exhibit gratitude after service recovery? : understanding the moderating role of relationship type
Salagrama, Ramakrishna; Prashar, Sanjeev; Tata, Sai Vijay - In: Service business 15 (2021) 4, pp. 757-779
Persistent link: https://www.econbiz.de/10012794134
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Consumer responses to the failure of self-service banking technology : moderating role of failure stability
Ammari, Nedra Bahri; Hsouna, Abir; Benabdallah, Mounia; … - In: International journal of bank marketing 40 (2022) 3, pp. 458-483
Persistent link: https://www.econbiz.de/10013396357
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The price of good friendships : examining the roles of relationship norms and perceived controllability in service failure encounters
Li, Zongchao; Tao, Weiting; Wu, Linwan - In: International journal of business communication : IJBC … 60 (2023) 1, pp. 105-129
Persistent link: https://www.econbiz.de/10014228978
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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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Examining the trade-off between compensation and promptness in eWOM-triggered service recovery : a restorative justice perspective
Liu, Hongfei; Jayawardhena, Chanaka; Dibb, Sally; … - In: Tourism management : research, policies, practice 75 (2019), pp. 381-392
Persistent link: https://www.econbiz.de/10012063617
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Overcompensation as a service recovery strategy : the financial aspect of customers' extra effort
Kenesei, Zsófia; Bali, Zsofia - In: Service business 14 (2020) 2, pp. 187-216
Persistent link: https://www.econbiz.de/10012304224
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The differential treatment of women during service recovery : how perceived social power affects consumers' postfailure compensation
Cummings, Krista Hill; Seitchik, Allison E. - In: Business horizons 63 (2020) 5, pp. 647-658
Persistent link: https://www.econbiz.de/10012301448