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The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps
Kaur, Puneet; Talwar, Shalini; Islam, Nazrul; Salo, Jari; … - In: Journal of business research : JBR 147 (2022), pp. 142-157
Persistent link: https://www.econbiz.de/10013271481
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Building trust through a personal touch : consumer response to service failure and recovery of home-sharing
Lu, Lu; Cai, Ruiying; King, Ceridwyn - In: Journal of business research : JBR 117 (2020), pp. 99-111
Persistent link: https://www.econbiz.de/10012285524
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Research on the impact of consumer forgiveness on consumer continuous trust
Wei, Jiahua; Zhu, Sai; Lu, Hui; Li, Chao; Hou, Zhiping; … - In: Total quality management & business excellence 34 (2023) 6, pp. 692-711
Persistent link: https://www.econbiz.de/10013550274
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The influence of the source and valence of word-of-mouth information on post-failure and post-recovery evaluations
Hess, Ronald L. <Jr.>; Ring, Lawrence - In: Service business 10 (2016) 2, pp. 319-343
Persistent link: https://www.econbiz.de/10011722315
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Emotion and trust in virtual service assistant design for effective service recovery
Le, Hoang T. P. M.; Park, Jungkun; Lee, Sangwoo - In: Journal of retailing and consumer services 74 (2023), pp. 1-11
Persistent link: https://www.econbiz.de/10014364045
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The impact of employee empathy on brand trust in organizational complaint response emails : a closer look at linguistic realization
Van Herck, Rebecca; Decock, Sofie; De Clerck, Bernard; … - In: International journal of business communication : IJBC … 60 (2023) 4, pp. 1220-1266
Persistent link: https://www.econbiz.de/10014365724
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The Effects of Perceived Justice on Customers' Recovery Satisfaction and Customers' Trust in Domestic Airline Companies
Kazemi, Mehdi - 2013
Since failures are inevitable where any service is offered, the subsequent complaints are predictable, and thus, considering suitable policies to handle the customers' complaints is essential. The purpose of the present study is to investigate the effect of the perceived justice by the airline...
Persistent link: https://www.econbiz.de/10013074575
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What drives customer engagement after a service failure? : the moderating role of customer trust
Honora, Andreawan; Chih, Wen-Hai; Ortiz, Jaime - In: International journal of consumer studies 47 (2023) 5, pp. 1714-1732
Persistent link: https://www.econbiz.de/10014335594
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When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng; Zhang, Mengwei; Zhong, Jianan - In: Journal of service theory and practice 33 (2023) 6, pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
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The price of good friendships : examining the roles of relationship norms and perceived controllability in service failure encounters
Li, Zongchao; Tao, Weiting; Wu, Linwan - In: International journal of business communication : IJBC … 60 (2023) 1, pp. 105-129
Persistent link: https://www.econbiz.de/10014228978