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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
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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
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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
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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
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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
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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
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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
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The effects of service recovery on customer satisfaction and customer loyalty in banks
Maamari, Bassem E.; Wasfi, Hummam S. A. - In: International journal of technology marketing : IJTMkt 14 (2020) 4, pp. 403-424
Persistent link: https://www.econbiz.de/10012534250
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The impacts of complaint efforts on customer satisfaction and loyalty
Cai, Ruiying; Chi, Christina Geng-Qing - In: The service industries journal 38 (2018) 15/16, pp. 1095-1115
Persistent link: https://www.econbiz.de/10011977443
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Focusing on complaints handling for customer satisfaction and loyalty : the case of Indonesian public banking
Salim, Agus; Setiawan, Margono; Rofiaty, R.; Rohman, Fatchur - In: European research studies 21 (2018) 3, pp. 404-416
Persistent link: https://www.econbiz.de/10012220318