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Great expectations and broken promises : misleading claims, product failure, expectancy disconfirmation and consumer distrust
Darke, Peter R.; Ashworth, Laurence; Main, Kelley J. - In: Journal of the Academy of Marketing Science 38 (2010) 3, pp. 347-362
Persistent link: https://www.econbiz.de/10003986396
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Fix it or leave it? : customer recovery from self-service technology failures
Zhu, Zhen; Nakata, Cheryl; Sivakumar, K.; Grewal, Dhruv - In: Journal of retailing 89 (2013) 1, pp. 15-29
Persistent link: https://www.econbiz.de/10009732748
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Developing control charts in monitoring service quality based on the number of customer complaints
Chen, Kuen-Suan; Chang, Tsang-Chuan; Wang, Kung-Jeng; … - In: Total quality management & business excellence : an … 26 (2015) 5/6, pp. 675-689
Persistent link: https://www.econbiz.de/10011305614
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Service quality and customers' complaining behavior : a study of the Indian banking sector
Choudhury, Koushiki - In: Services marketing quarterly 35 (2014) 2, pp. 123-137
Persistent link: https://www.econbiz.de/10010363988
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It's raining complaints! : how weather factors drive consumer comments and word-of-mouth
Bujisic, Milos; Bogicevic, Vanja; Parsa, H. G.; … - In: Journal of hospitality & tourism research : JHTR ; the … 43 (2019) 5, pp. 656-681
Persistent link: https://www.econbiz.de/10012053330
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The long-term impact of service failure and recovery
Norvell, Tim; Kumar, Piyush; Dass, Mayukh - In: Cornell hospitality quarterly : CQ 59 (2018) 4, pp. 376-389
Persistent link: https://www.econbiz.de/10011943078
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Identifying and analysing components of customer relationship management influencing customer-oriented behaviour of employees : the case of Bank Mellat branches of Khouzestan Provi...
Aghdaie, Fathollah Amiri; Sasani, Bahman - In: International journal of productivity and quality … 22 (2017) 3, pp. 363-377
Persistent link: https://www.econbiz.de/10011861164
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Tactical service failure : a case study on public funding as a marketing issue
Harviainen, J. Tuomas; Ekström, Maria; Ojasalo, Jukka - In: Journal of nonprofit & public sector marketing 31 (2019) 1, pp. 1-19
Persistent link: https://www.econbiz.de/10012199993
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Complaint behaviour by third parties : exploring service quality, customer satisfaction and word-of-mouth in health clubs
Moreira, António Carrizo; Freitas da Silva, Pedro Miguel - In: International journal of sport management and marketing … 16 (2016) 3/6, pp. 152-171
Persistent link: https://www.econbiz.de/10011641960
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Hotel service recovery and service quality : influences of corporate image and generational differences in the relationship between customer satisfaction and loyalty
Cheng Boon Liat; Shaheen Mansori; Gan, Ching Chuan; … - In: Journal of global marketing 30 (2017) 1, pp. 42-51
Persistent link: https://www.econbiz.de/10011779381