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Service recovery efforts' influence on consumers' desire to reciprocate and forgiveness : the mediating role of perceived justice

Umar, Rana Muhammad - In: South Asian journal of marketing 4 (2023) 1, pp. 74-91

Purpose - This paper investigated the impact of firms’ service recovery efforts on consumers’ desire to reciprocate and forgiveness in the hospitality industry of Pakistan. Additionally, this study examined the mediating role of perceived justice between service recovery efforts and their...

Persistent link: https://www.econbiz.de/10014285436

Recovery strategies of a micro restaurant in Nigeria : implications on customer satisfaction and loyalty

Agu, Agu Godswill - In: Journal of African business 24 (2023) 3, pp. 363-383

Persistent link: https://www.econbiz.de/10014320497

Sultana, Most. Sharmin; Niu, Xiongying; Hossain, Md Shamim - In: Journal of hospitality and tourism insights 6 (2023) 5, pp. 2199-2221

Persistent link: https://www.econbiz.de/10014446041

Triggers and inhibitors of illegitimate customer complaining behavior : anecdotes from frontline employees in the hospitality industry

Huang, Zhuowei; Zhao, Chen; Miao, Li; Fu, Xiaoxiao - In: International journal of contemporary hospitality management 26 (2014) 4, pp. 544-571

Persistent link: https://www.econbiz.de/10010387391

Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve

Huang, Zhuowei; Miao, Li - In: Journal of hospitality & tourism research : JHTR ; the … 40 (2016) 6, pp. 655-684

Persistent link: https://www.econbiz.de/10011559797

The relationship between consumer complaining behavior and service recovery : an integrative review

Kim, Kyungmin; Wang, Chenya; Mattila, Anna S. - In: International journal of contemporary hospitality management 22 (2010) 7, pp. 975-991

Persistent link: https://www.econbiz.de/10008749350

Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting

Mattila, Anna S.; Ro, Heejung - In: Journal of hospitality & tourism research : JHTR ; the … 32 (2008) 1, pp. 89-107

Persistent link: https://www.econbiz.de/10003661362

Consumer complaining behavior in hospitality management

Tosun, Petek; Sezgin, Selime; Uray, Nimet - In: Journal of hospitality marketing & management 31 (2022) 2, pp. 247-264

Persistent link: https://www.econbiz.de/10012821095

Is there any value in the online reviews of remedial satisfied customers? : an empirical study in the hospitality industry

Bai, Yanzhuang; Li, Tingwu; Zheng, Chundong - In: Journal of retailing and consumer services 64 (2022), pp. 1-12

Persistent link: https://www.econbiz.de/10013209529

"Give me an upgrade or I will give you a bad review!" : investigating customer threats in the hospitality industry

Boukis, Achilleas; Harris, Lloyd C.; Koritos, Christos D. - In: Tourism management : research, policies, practice 104 (2024), pp. 1-11

Persistent link: https://www.econbiz.de/10015052203