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Well-known or well-liked? : the effects of brand reputation on customers' responses to service failure
Liu, Mengzhen; Xiong, Wei - In: Journal of travel and tourism marketing 40 (2023) 3, pp. 221-241
Persistent link: https://www.econbiz.de/10014369784
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How customers cope with service failure? : a study of brand reputation and customer satisfaction
Sengupta, Aditi Sarkar; Balaji, M. S.; Krishnan, Balaji C. - In: Journal of business research : JBR 68 (2015) 3, pp. 665-674
Persistent link: https://www.econbiz.de/10010496157
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Brand credibility and customer-based brand equity : a service recovery perspective
Rifi, Azzam; Mostafa, Rania B. - In: Journal of financial services marketing 27 (2022) 1, pp. 1-16
Persistent link: https://www.econbiz.de/10013170430
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Pursuit of loyalty in service recovery : the roles of brand equity and cognitive reappraisal as moderators
Harun, Ahasan; Rokonuzzaman, Md - In: Journal of retailing and consumer services 62 (2021), pp. 1-11
Persistent link: https://www.econbiz.de/10012648862
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Recover from a service failure : the differential effects of brand betrayal and brand disappointment on an exclusive brand offering
Teck Ming Tan; Balaji, M. S.; Oikarinen, Eeva-Liisa; … - In: Journal of business research : JBR 123 (2021), pp. 126-139
Persistent link: https://www.econbiz.de/10012430477
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Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures : does apology letter matter?
Rasouli, Nasrin; Mostafa Rasoolimanesh, S.; Rahmani, … - In: Journal of hospitality marketing & management 31 (2022) 6, pp. 662-687
Persistent link: https://www.econbiz.de/10013327881
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Effects of the anthropomorphic image of intelligent customer service avatars on consumers' willingness to interact after service failures
Yao, Qi; Kuai, Ling; Jiang, Lan - In: Journal of research in interactive marketing : … 17 (2023) 5, pp. 734-753
Persistent link: https://www.econbiz.de/10014428169
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The impact of service failure on brand credibility
Bougoure, Ursula Sigrid; Russell-Bennett, Rebekah; … - In: Journal of retailing and consumer services 31 (2016), pp. 62-71
Persistent link: https://www.econbiz.de/10011528525
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Managing customers' undesirable responses towards hospitality service brands during service failure : the moderating role of other customer perception
Sarkar, Abhigyan; Sarkar, Juhi Gahlot; Sreejesh, S. - In: International journal of hospitality management 94 (2021), pp. 1-14
Persistent link: https://www.econbiz.de/10012495095
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A systematic review of brand transgression, service failure recovery and product-harm crisis : integration and guiding insights
Khamitov, Mansur; Grégoire, Yany; Suri, Anshu - In: Journal of the Academy of Marketing Science 48 (2020) 3, pp. 519-542
Persistent link: https://www.econbiz.de/10012290970