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The effects of service supply on perceived value proposition under different levels of customer involvement

Song, Hua; Cadeaux, Jack; Yu, Kangkang - In: Industrial marketing management : the international … 54 (2016), pp. 116-128

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Flexibility and quality in logistics and relationships

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Service failure, recovery and improvement : the case of a Chinese restaurant

Cao, Zheng; Robb, David; Lu, Qiang - In: International journal of services and operations management 4 (2008) 2, pp. 218-242

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Improving business incubator service performance in China : the role of networking resources and capabilities

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Does service quality perception in omnichannel retailing matter? : a systematic review and agenda for future research

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Service Failure, Recovery and Improvement : The Case of a Chinese Restaurant

Cao, Zheng; Robb, David; Lu, Qiang - 2021

When service organisations experience situations of service failure, they respond with a service recovery effort, attempting to convert a disgruntled customer into a satisfied one and increase the likelihood of repurchase. An effective service recovery system has become a competitive advantage...

Persistent link: https://www.econbiz.de/10014086783