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The price of good friendships : examining the roles of relationship norms and perceived controllability in service failure encounters
Li, Zongchao; Tao, Weiting; Wu, Linwan - In: International journal of business communication : IJBC … 60 (2023) 1, pp. 105-129
Persistent link: https://www.econbiz.de/10014228978
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Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko; Edvardsson, Bo; Otterbring, Tobias; … - In: Marketing letters : a journal of research in marketing 34 (2023) 1, pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
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Scale development of customer satisfaction with complaint handling and service recovery in an e-commerce setting
Kumari, Parveen; Kumar, Satinder; Itani, Maher N. - In: Journal for global business advancement : JGBA 14 (2021) 3, pp. 383-407
Persistent link: https://www.econbiz.de/10012614003
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The nature of an apology : an experimental study on how to apologize after a service failure
Roschk, Holger; Kaiser, Susanne - In: Marketing letters : a journal of research in marketing 24 (2013) 3, pp. 293-309
Persistent link: https://www.econbiz.de/10009786892
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How a firm's best versus normal customers react to compensation after a service failure
Gelbrich, Katja; Gäthke, Jana; Grégoire, Yany - In: Journal of business research : JBR 69 (2016) 10, pp. 4331-4339
Persistent link: https://www.econbiz.de/10011554578
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The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Casidy, Riza; Shin, Hyunju - In: Journal of retailing and consumer services 27 (2015), pp. 103-112
Persistent link: https://www.econbiz.de/10011388094
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Examining the trade-off between compensation and promptness in eWOM-triggered service recovery : a restorative justice perspective
Liu, Hongfei; Jayawardhena, Chanaka; Dibb, Sally; … - In: Tourism management : research, policies, practice 75 (2019), pp. 381-392
Persistent link: https://www.econbiz.de/10012063617
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Overcompensation as a service recovery strategy : the financial aspect of customers' extra effort
Kenesei, Zsófia; Bali, Zsofia - In: Service business 14 (2020) 2, pp. 187-216
Persistent link: https://www.econbiz.de/10012304224
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The differential treatment of women during service recovery : how perceived social power affects consumers' postfailure compensation
Cummings, Krista Hill; Seitchik, Allison E. - In: Business horizons 63 (2020) 5, pp. 647-658
Persistent link: https://www.econbiz.de/10012301448
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The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung; Tsarenko, Yelena; Tojib, Dewi - In: Journal of service research : JSR 19 (2016) 3, pp. 337-351
Persistent link: https://www.econbiz.de/10011665459