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Analysis of the moderating role of the gender variable in service recovery processes
Cambra-Fierro, Jesús; Berbel-Pineda, Juan M.; … - In: Journal of retailing and consumer services 20 (2013) 4, pp. 408-418
Persistent link: https://www.econbiz.de/10009755354
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Consumer complaint behaviour in telecommunications : the case of mobile phone users in Spain
Garín-Muñoz, Teresa; Pérez Amaral, Teodosio; Gijón, … - In: Telecommunications policy : the international journal … 40 (2016) 8, pp. 804-820
Persistent link: https://www.econbiz.de/10011621585
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What makes customers discontent with service providers? : an empirical analysis of complaint handling in information and communication technology services
Chan, Hubert C. Y.; Ngai, Eric W. T. - In: Journal of business ethics : JOBE 91 (2010), pp. 73-110
Persistent link: https://www.econbiz.de/10008698306
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The roles of justice and customer satisfaction in customer retention : a lesson from service recovery
Siu, Noel Yee-Man; Zhang, Tracy Jun-Fheng; Yau, … - In: Journal of business ethics : JOBE 114 (2013) 4, pp. 675-686
Persistent link: https://www.econbiz.de/10009776404
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How culture moderates the effects of justice in service recovery
Chebat, Elise; Roth, Yefim; Chebat, Jean-Charles - In: Review of marketing science 18 (2020) 1, pp. 21-41
Persistent link: https://www.econbiz.de/10012298668
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Businesses beware : consumer immoral retaliation in response to perceived moral violations by companies
Loureiro, Yuliya Komarova; Haws, Kelly L.; Bearden, … - In: Journal of service research : JSR 21 (2018) 2, pp. 184-200
Persistent link: https://www.econbiz.de/10011855788
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Future research direction for customer satisfaction in relation to complaint handling and service recovery in e-commerce
Kumari, Parveen; Kumar, Satinder - In: International journal of electronic customer … 12 (2020) 3, pp. 191-204
Persistent link: https://www.econbiz.de/10012509217
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Service recovery and consumer satisfaction in Indian telecom industry : findings from a study using discriminant analysis
Kansal, Purva - In: South Asian journal of management : SAJM 20 (2013) 4, pp. 120-143
Persistent link: https://www.econbiz.de/10010241928
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The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction
Arun Kumar Tarofder; Nikhashemi, Seyed Rajab; Azam, S. … - In: International journal of quality and service sciences 8 (2016) 4, pp. 516-535
Persistent link: https://www.econbiz.de/10011641344
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Service Recovery and Consumer Satisfaction in Indian Telecom Industry : Findings from a Study Using Discriminant Analysis
Kansal, Purva - 2014
Present study tests the conceptual model which states that to ensure a successful service recovery, a service firm should communicate effectively with the aggrieved customer, be empathetic, provide feedback, offer an explanation of what went wrong, empower employees who receive complaints to...
Persistent link: https://www.econbiz.de/10014148324