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Customer complaints and recovery effectiveness : a customer base approach
Knox, George; Oest, Rutger van - In: Journal of marketing 78 (2014) 5, pp. 42-57
Persistent link: https://www.econbiz.de/10010419906
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Does active service intervention drive more complaints on social media? : the roles of service quality and awareness
Sun, Shujing; Gao, Yang; Rui, Huaxia - In: Journal of management information systems : JMIS 38 (2021) 3, pp. 579-611
Persistent link: https://www.econbiz.de/10012804160
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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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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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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
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Well-known or well-liked? : the effects of brand reputation on customers' responses to service failure
Liu, Mengzhen; Xiong, Wei - In: Journal of travel and tourism marketing 40 (2023) 3, pp. 221-241
Persistent link: https://www.econbiz.de/10014369784
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Scenes from a marriage : bancassurance and litigation with clients in the Italian market
Auricchio, Marta; Bracale, Alessandro; Imposimato, Sara; … - 2023
Persistent link: https://www.econbiz.de/10014371941
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Service recovery : the moderating role of customer loyalty in the context of Moroccan retail banking
Bendriouch, Fatima Zahra; Dassouli, Sara; Satt, Harit; … - In: International journal of logistics economics and … 10 (2023) 3, pp. 209-236
Persistent link: https://www.econbiz.de/10015067029
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Trust of Potential Buyers in New Entrepreneurial Ventures : An Analysis of Trust Drivers, the Relevance for Purchase Intentions, and the Moderating Effect of Product or Service Qua...
Wiedenfels, Gunnar (contributor) - 2009
The concept of customer loyalty has come to play an important role in established businesses. It is a well-known fact that a higher level of customer loyalty leads to greater company success. As a result, instruments of Relationship Marketing and the role played by trust and the creation of...
Persistent link: https://www.econbiz.de/10013521228