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Service quality : the impact of frequency, timing, proximity, and sequence of failures and delights
Sivakumar, K.; Li, Mei; Dong, Beibei - In: Journal of marketing 78 (2014) 1, pp. 41-58
Persistent link: https://www.econbiz.de/10010250081
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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
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A Bit(coin) of happiness after a failure : an empirical examination of the effectiveness of cryptocurrencies as an innovative recovery tool
Nazifi, Amin; Murdy, Samantha; Marder, Ben; Gäthke, Jana; … - In: Journal of business research : JBR 124 (2021), pp. 494-505
Persistent link: https://www.econbiz.de/10012493980
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Der Beitrag der Prospect Theory zur Beschreibung und Erklärung von Servicequalitätsurteilen und Kundenzufriedenheit im Kontext von Versicherungsentscheidungen
Gusenbauer, Birgit - 2012
Das Thema Kundenzufriedenheit nimmt bei Unternehmen eine immer wichtigere Rolle ein. Die Autorin konzentriert sich auf die Versicherungsbranche und misst den Einfluss der Dienstleistungsqualität auf die Kundenzufriedenheit. Zur Messung von Servicequalität wird SERVQUAL, ein von der...
Persistent link: https://www.econbiz.de/10011932700
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How e-service quality influence post-purchase behaviour : the mediating role of perceived value and the moderating of perceived risk
Ha Thu Nguyen; Anh Chi Phan; Phuong Hien Nguyen - In: International journal of electronic marketing and … 14 (2023) 3, pp. 257-274
Persistent link: https://www.econbiz.de/10014310029
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Relationship between perceived risk, evaluation, satisfaction, and behavioral intention : a case of local-festival visitors
Sohn, Hae-Kyung; Lee, Timothy Jeonglyeol; Yoon, Yoo-Shik - In: Journal of travel and tourism marketing 33 (2016) 1/3, pp. 28-45
Persistent link: https://www.econbiz.de/10011484642
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The moderating role of service recovery on customer loyalty in the context of cruise passengers
Chiou, Ming-Ren; Chao, Shih-Liang; Hsieh, Hsin-Yu - In: Maritime policy & management 48 (2021) 2, pp. 150-166
Persistent link: https://www.econbiz.de/10012501079
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Analysis of the effects of ease of use, enjoyment, perceived risk on perceived value and subsequent satisfaction created in the context of C2C online exchanges
Al Khasawneh, Mohammad Hamdi; Haddad, Natalie - In: International journal of electronic marketing and … 11 (2020) 3, pp. 217-238
Persistent link: https://www.econbiz.de/10012251127
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Predicting e-Tax service adoption : integrating perceived risk, service quality and TAM
Rifat, Afrin; Nisha, Nabila; Iqbal, Mehree - In: Journal of electronic commerce in organizations : the … 17 (2019) 3, pp. 71-100
Persistent link: https://www.econbiz.de/10012104282