Narrow search
Showing 31 - 40 of 30,517
Cover Image
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
Cover Image
Service failure magnitude and paradox : a banking perspective
Singhal, Shuchi; Krishna, Anupam; Lazarus, Davis - In: Journal of relationship marketing : innovations & … 12 (2013) 3, pp. 191-203
Persistent link: https://www.econbiz.de/10010209887
Cover Image
Quantifying the dynamic effects of service recovery on customer satisfaction : evidence from Chinese mobile phone markets
Fang, Zheng; Luo, Xueming; Jiang, Minghua - In: Journal of service research : JSR 16 (2013) 3, pp. 341-355
Persistent link: https://www.econbiz.de/10009782132
Cover Image
Turning complaining customers into loyal customers: moderators of the complaint handling-customer loyalty relationship
Morgeson, Forrest V., III.; Hult, G. Tomas M.; Mithas, Sunil - In: Journal of marketing 84 (2020) 5, pp. 79-99
Persistent link: https://www.econbiz.de/10012271494
Cover Image
Customers experience and problem resolutions in retail banking : some empirical evidence from Italian banking
Malinconico, Antonella; Fuccio, Nathalie - In: International journal of financial innovation in … 1 (2016) 1/2, pp. 109-126
Persistent link: https://www.econbiz.de/10011668563
Cover Image
Frontline problem-solving effectiveness : a dynamic analysis of verbal and nonverbal cues
Marinova, Detelina; Singh, Sunil K.; Singh, Jagdip - In: Journal of marketing research : JMR 55 (2018) 2, pp. 178-192
Persistent link: https://www.econbiz.de/10011844990
Cover Image
Understanding guest tolerance and the role of cultural familiarity in hotel service failures
Trianasari, Nana; Butcher, Ken; Sparks, Beverley - In: Journal of hospitality marketing & management 27 (2018) 1, pp. 21-40
Persistent link: https://www.econbiz.de/10011848315
Cover Image
Which communities complain to policymakers? : evidence from consumer sentinel
Raval, Devesh - 2018
Persistent link: https://www.econbiz.de/10011936004
Cover Image
Receiving, recording, and responding to customer complaints : the effects of formalizing customer complaint handling policies in retail firms
Shooshtari, Nader H.; Stan, Simona; Clouse, Shawn F. - In: Services marketing quarterly 39 (2018) 3, pp. 225-239
Persistent link: https://www.econbiz.de/10011940195
Cover Image
The impact of service recovery output/process on customer satisfaction and loyalty : the case of the airline industry
Etemad-Sajadi, Reza; Bohrer, Laura - In: Tourism and hospitality research : THR 19 (2019) 2, pp. 259-266
Persistent link: https://www.econbiz.de/10012165672