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Perceived justice in service recovery and behavioral intentions : the role of relationship quality
Ha, Jooyeon; Jang, Soocheong - In: International journal of hospitality management 28 (2009) 3, pp. 319-327
Persistent link: https://www.econbiz.de/10003855714
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The contingent nature of service recovery system structures
Smith, Jeffery S.; Nagy, Paul F.; Karwan, Kirk R.; … - In: International journal of operations & production … 32 (2012) 7, pp. 877-903
Persistent link: https://www.econbiz.de/10009572734
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The impact of pre-existing attitude and conflict management style on customer satisfaction with service recovery
Mazaheri, Ebrahim; Basil, Debra Z.; Yanamandram, Venkata; … - In: Journal of retailing and consumer services 18 (2011) 3, pp. 235-245
Persistent link: https://www.econbiz.de/10009158885
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Customer opportunistic complaints management : a critical incident approach
Ro, Heejung; Wong, June - In: International journal of hospitality management 31 (2012) 2, pp. 419-427
Persistent link: https://www.econbiz.de/10009503300
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The role of tie strength on consumer dissatisfaction responses
Yang, Wan; Mattila, Anna S. - In: International journal of hospitality management 31 (2012) 2, pp. 399-404
Persistent link: https://www.econbiz.de/10009503304
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Moderating effect of discriminatory attributions on repatronage intentions
Baker, Thomas L.; Meyer, Tracy - In: Journal of retailing and consumer services 19 (2012) 2, pp. 211-217
Persistent link: https://www.econbiz.de/10009522453
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Customer rage back-story : linking needs-based cognitive appraisal to service failure type
Surachartkumtonkun, Jiraporn; Patterson, Paul G.; … - In: Journal of retailing 89 (2013) 1, pp. 72-87
Persistent link: https://www.econbiz.de/10009732740
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The impact of corporate social responsibility (CSR) and customer trust on the restoration of loyalty after service failure and recovery
Choi, Beom Joon; La, Suna - In: The journal of services marketing 27 (2013) 3, pp. 223-233
Persistent link: https://www.econbiz.de/10009761808
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Don't just fix it, make it better! : using frontline service employees to improve recovery performance
Heijden, Gielis A. H. van der; Schepers, Jeroen J. L.; … - In: Journal of the Academy of Marketing Science 41 (2013) 5, pp. 515-530
Persistent link: https://www.econbiz.de/10010126691
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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