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Foreign or domestic : who provides better customer service?
Poddar, Amit; Ozcan, Timucin; Madupalli, Ramana Kumar - In: The journal of services marketing 29 (2015) 2, pp. 124-136
Persistent link: https://www.econbiz.de/10011343386
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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
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Service mega-disruptions : a conceptual model and research agenda
Vredenburg, Jessica; Kapitan, Sommer; Jang, Sharon - In: The journal of services marketing 38 (2024) 1, pp. 131-144
Persistent link: https://www.econbiz.de/10014473598
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Compensatory solution : can it save a company from a service failure?
Tran, Trang P.; Roswinanto, Widyarso; Yunus, Erlinda Nusron - In: Services marketing quarterly 37 (2016) 2, pp. 80-97
Persistent link: https://www.econbiz.de/10011486830
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Humorvolle Kommunikation bei Serviceversagen : Eine empirische Analyse der Wirkung von Humor auf Konsumenten infolge aufgetretener Service-Fehler
Kobel, Sarah - 2020 - 1st ed. 2020.
Einführung -- Humorvolle Kommunikation: Humor aus kommunikationstheoretischer Perspektive -- Identifikation des psychologischen Wirkmechanismus von Humor in der persönlichen Kommunikation zwischen Anbieter und Konsument im Kontext von Service-Fehlern und Service-Recovery -- Analyse der...
Persistent link: https://www.econbiz.de/10012403306
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Well-known or well-liked? : the effects of brand reputation on customers' responses to service failure
Liu, Mengzhen; Xiong, Wei - In: Journal of travel and tourism marketing 40 (2023) 3, pp. 221-241
Persistent link: https://www.econbiz.de/10014369784
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Toward zero faults in passenger flights : a proposed framework
Barkai, Ofer; Harison, Elad - In: Review of business information systems 17 (2013) 3, pp. 109-116
Persistent link: https://www.econbiz.de/10009792575
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First step in social media : measuring the influence of online management responses on customer satisfaction
Gu, Bin; Ye, Qiang - In: Production and operations management : an international … 23 (2014) 4, pp. 570-582
Persistent link: https://www.econbiz.de/10010364045
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The revitalising effect of ISO 9001 on dissatisfied customers
Petnji Yaya, Luc Honore; Marimon, Frederic; Casadesús, … - In: Total quality management & business excellence : an … 25 (2014) 8, pp. 856-864
Persistent link: https://www.econbiz.de/10010393804