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Are cynical customers satisfied differently? : role of negative inferred motive and customer participation in service recovery

Balaji, M. S.; Jha, Subhash; Sengupta, Aditi Sarkar; … - In: Journal of business research : JBR 86 (2018), pp. 109-118

Persistent link: https://www.econbiz.de/10011855231

Effect of service recovery on customers' perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites

Jung, Na Young; Seock, Yoo-Kyoung - In: Journal of retailing and consumer services 37 (2017), pp. 23-30

Persistent link: https://www.econbiz.de/10011729705

Preferential treatment in the service encounter

Söderlund, Magnus; Liljander, Veronica; Gummerus, Johanna - In: Journal of service management 25 (2014) 4, pp. 512-530

Persistent link: https://www.econbiz.de/10010405209

Effects of information on salary satisfaction during the COVID-19 pandemic : an equity-based mediation model

Montalvo-Arroyo, Sandra; Torre-Ruiz, José de la; Vidal … - In: Academia : revista Latinoamericana de administración 36 (2023) 3, pp. 371-387

Persistent link: https://www.econbiz.de/10014430898

Preferential treatment in the service encounter

Söderlund, Magnus; Liljander, Veronica; Gummerus, Johanna - In: Journal of Service Management 25 (2014) 4, pp. 512-530

justice and customer satisfaction. Design/methodology/approach – An experimental method is employed to examine the effects of … was true for customers who received the preferential treatment and for those who did not. However, customer satisfaction … justice and satisfaction differently. In addition, different contexts for receiving preferential treatment (i.e. receiving it …

Persistent link: https://www.econbiz.de/10014894520

The relative impact of gratitude and transactional satisfaction on post-complaint consumer response

Simon, Françoise; Tossan, Vesselina; Connan … - In: Marketing letters : a journal of research in marketing 26 (2015) 2, pp. 153-164

Persistent link: https://www.econbiz.de/10011339364

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

Discount reference moderates customers' reactions to discount frames after online service failure

Sharifi, Seyed Shahin; Aghazadeh, Hashem - In: Journal of business research : JBR 69 (2016) 10, pp. 4074-4080

Persistent link: https://www.econbiz.de/10011553910

The road to recovery : overcoming service failures through positive emotions

Lastner, Matthew M.; Folse, Judith Anne Garretson; … - In: Journal of business research : JBR 69 (2016) 10, pp. 4278-4286

Persistent link: https://www.econbiz.de/10011554157

Satisfaction with service recovery : moderating effect of age in word-of-mouth

Moliner-Velázquez, Beatriz; Ruiz-Molina, María-Eugenia; … - In: The journal of consumer marketing 32 (2015) 6, pp. 470-484

Persistent link: https://www.econbiz.de/10011485855

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