Similar Search Results

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

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

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

Marketing quality and complaints among professional sport teams : case study

Smith-Ditizio, Amber A. - In: Business strategies : types, benefits and effects on …, (pp. 1-26). 2015

Persistent link: https://www.econbiz.de/10010499531

Exploring the impacts of service guarantee strategy

Lee, Kyuho; Khan, Mahmood A. - In: Journal of travel and tourism marketing 29 (2012) 1/2, pp. 133-146

Persistent link: https://www.econbiz.de/10009537257

An examination of consumer advocacy and complaining behavior in the context of service failure

Chelminski, Piotr; Coulter, Robin A. - In: The journal of services marketing 25 (2011) 5, pp. 361-370

Persistent link: https://www.econbiz.de/10009272241

Effects of compensation for service recovery : from the equity theory perspective

Kwon, SoYeon; Jang, Soocheong - In: International journal of hospitality management 31 (2012) 4, pp. 1235-1243

Persistent link: https://www.econbiz.de/10009567530

How customer voice contributes to stronger service provider relationships

Lacey, Russell - In: The journal of services marketing 26 (2012) 2, pp. 137-144

Persistent link: https://www.econbiz.de/10009568249

Complaint ratios and property-casualty insurer charateristics

Carson, James M.; McCullough, Kathleen A.; Russell, David T. - In: The journal of insurance issues : official journal of … 28 (2005) 2, pp. 151-166

Persistent link: https://www.econbiz.de/10003272111

Toward an Understanding of the Economics of Apologies : Evidence from a Large-Scale Natural Field Experiment

Halperin, Basil - 2019

We use a theory of apologies to design a nationwide field experiment involving 1.5 million Uber ridesharing consumers who experienced late rides. Several insights emerge from our field experiment. First, apologies are not a panacea: the efficacy of an apology and whether it may backfire depend...

Persistent link: https://www.econbiz.de/10012889706

A service of the

zbw