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Evaluation of customer service quality
Cherniavskyi, Ihor; Abuwande, Khawla S. - In: Business ethics and leadership : BEL 1 (2017) 3, pp. 84-92
Persistent link: https://www.econbiz.de/10011892459
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Perceived service process in e-service delivery system : B2C online retailers performance ranking by TOPSIS
Gupta, Piyush; Sachan, Amit; Mishra, Vivek - In: International journal of services technology and … 29 (2024) 1, pp. 1-17
Persistent link: https://www.econbiz.de/10015060736
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The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Casidy, Riza; Shin, Hyunju - In: Journal of retailing and consumer services 27 (2015), pp. 103-112
Persistent link: https://www.econbiz.de/10011388094
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Scale development of customer satisfaction with complaint handling and service recovery in an e-commerce setting
Kumari, Parveen; Kumar, Satinder; Itani, Maher N. - In: Journal for global business advancement : JGBA 14 (2021) 3, pp. 383-407
Persistent link: https://www.econbiz.de/10012614003
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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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The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung; Tsarenko, Yelena; Tojib, Dewi - In: Journal of service research : JSR 19 (2016) 3, pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
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The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno; Schäfers, Tobias; Walsh, Gianfranco; … - In: Journal of service research 22 (2019) 1, pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
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The perils of service contract divestment : when and why customers seek revenge and how it can be attenuated
Haenel, Christina M.; Wetzel, Hauke; Hammerschmidt, Maik - In: Journal of service research 22 (2019) 3, pp. 301-322
Persistent link: https://www.econbiz.de/10012126415
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The demand-what-you-want strategy to service recovery : achieving high customer satisfaction with low service failure compensation using anchoring and precision effects
Korn, Nathalie; Björkman, Jesper; Ek, Peter; Pihlgren, … - In: Journal of service theory and practice 33 (2023) 7, pp. 73-93
Persistent link: https://www.econbiz.de/10014448174
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Where service recovery meets its paradox : implications for avoiding overcompensation
Edström, Andreas; Nylander, Beatrice; Molin, Jonas; … - In: Journal of service theory and practice 32 (2022) 7, pp. 1-13
Persistent link: https://www.econbiz.de/10013485922