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Knocking sovereign customers off their pedestals? : when contact staff educate, amateurize, and penalize deviant customers
Rouquet, Aurélien; Suquet, Jean-Baptiste - In: Human relations : towards the integration of the social … 74 (2021) 12, pp. 2075-2101
Persistent link: https://www.econbiz.de/10012662984
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Customer responses to airline companies' service failure and recovery strategies : the moderating role of service failure habit
Elbaz, Ahmed Mohamed; Soliman, Mohammad; Al Alawi, Alamir; … - In: Tourism review 78 (2023) 1, pp. 1-17
Persistent link: https://www.econbiz.de/10014235249
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Information search and product returns across mobile and traditional online channels
Zhang, Yufei; Voorhees, Clay M.; Chen, Lin; Chiang, Jeongwen - In: Journal of retailing 98 (2022) 2, pp. 260-276
Persistent link: https://www.econbiz.de/10013364282
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How do customers navigate perceived inappropriateness of collective emotion in group service recovery? : an application of cognitive dissonance theory
Xu, Xing'an; Liu, Juan; Cai, Ruiying - In: Tourism management : research, policies, practice 93 (2022), pp. 1-13
Persistent link: https://www.econbiz.de/10013366129
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Chatbots and service failure : when does it lead to customer aggression
Huang, Yu-Shan; Dootson, Paula - In: Journal of retailing and consumer services 68 (2022), pp. 1-11
Persistent link: https://www.econbiz.de/10013366333
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"Actions speak louder than words" : an impact of service recovery antecedents on customer delight in quick-service restaurants
Agnihotri, Durgesh; Kulshreshtha, Kushagra; Tripathi, Vikas - In: Asia-Pacific journal of business administration 14 (2022) 4, pp. 421-444
Persistent link: https://www.econbiz.de/10013536877
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Does service recovery matter? : relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gende...
Muhammad Asghar Ali; Ding Hooi Ting; Isha, Ahmad … - In: Journal of Asia Business Studies 17 (2023) 2, pp. 308-326
Persistent link: https://www.econbiz.de/10014335386
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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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Would you try it again? : dual effects of customer mindfulness on service recovery
Martinez, Luisa M.; Pacheco, Natália Araújo; Ramos, … - In: Journal of retailing and consumer services 74 (2023), pp. 1-13
Persistent link: https://www.econbiz.de/10014364668