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Online service failure : how consumers from emerging countries react and complain
Rohden, Simoni F.; Matos, Celso Augusto de - In: Journal of consumer marketing 39 (2022) 1, pp. 44-54
Persistent link: https://www.econbiz.de/10013165311
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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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The effects of apologies for service failures in the global online retail
Sengupta, Sanchayan; Ray, Daniel; Trendel, Olivier; Van … - In: International journal of electronic commerce : IJEC 22 (2018) 3, pp. 419-445
Persistent link: https://www.econbiz.de/10011884544
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Timeliness, transparency, and trust : a framework for managing online customer complaints
Stevens, Jennifer L.; Spaid, Brian I.; Breazeale, Michael; … - In: Business horizons 61 (2018) 3, pp. 375-384
Persistent link: https://www.econbiz.de/10011866294
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Relationship between customer loyalty and service failure, service recovery and switching costs in online retailing
Kamble, Aakash Ashok; Walvekar, Shubhangi - In: International journal of business information systems : … 32 (2019) 1, pp. 56-72
Persistent link: https://www.econbiz.de/10012154594
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Rewarding customers who keep a product : how reinforcement affects customers' product return decision in online retailing
Gelbrich, Katja; Gäthke, Jana; Hübner, Alexander - In: Psychology & marketing 34 (2017) 9, pp. 853-867
Persistent link: https://www.econbiz.de/10011738111
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The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders
Weitzl, Wolfgang; Hutzinger, Clemens - In: Journal of business research : JBR 80 (2017), pp. 164-175
Persistent link: https://www.econbiz.de/10011771479
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Information search and product returns across mobile and traditional online channels
Zhang, Yufei; Voorhees, Clay M.; Chen, Lin; Chiang, Jeongwen - In: Journal of retailing 98 (2022) 2, pp. 260-276
Persistent link: https://www.econbiz.de/10013364282
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Gauging customers' negative disconfirmation in online post-purchase behaviour : the moderating role of service recovery
Muhammad Mazhar; Ding Hooi Ting; Abbasi, Amir Zaib; … - In: Cogent business & management 9 (2022) 1, pp. 1-23
Negative disconfirmation will usually lead to switching behaviour and attenuate customers' repurchase intentions, a behaviour that will undercut businesses' profitability. Limited research discussed post-purchase behaviour, in general, and how to retain aggrieved customers during the online...
Persistent link: https://www.econbiz.de/10014429619
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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