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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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Service recovery and customer satisfaction in container liner shipping industry : an ordered logit approach
Hirata, Enna - In: International journal of shipping and transport … 12 (2020) 6, pp. 563-575
Persistent link: https://www.econbiz.de/10012522827
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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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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
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Customers dictate business survival or extinction : a conceptual approach in examining customer complaint data
Krstovski, Saso; Ali, Ahad; Riemer, Donald - In: International journal of management concepts and … 16 (2023) 3, pp. 266-275
Persistent link: https://www.econbiz.de/10014316125
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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
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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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Service quality and customers' complaining behavior : a study of the Indian banking sector
Choudhury, Koushiki - In: Services marketing quarterly 35 (2014) 2, pp. 123-137
Persistent link: https://www.econbiz.de/10010363988
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It's raining complaints! : how weather factors drive consumer comments and word-of-mouth
Bujisic, Milos; Bogicevic, Vanja; Parsa, H. G.; … - In: Journal of hospitality & tourism research : JHTR ; the … 43 (2019) 5, pp. 656-681
Persistent link: https://www.econbiz.de/10012053330
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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