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Investigating the role of customer forgiveness following a double deviation

Lin, Cheng-Yu; Chou, En-Yi - In: The journal of services marketing 36 (2022) 8, pp. 1042-1057

Persistent link: https://www.econbiz.de/10013410768

Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures

Walsh, Gianfranco; Shiu, Edward; Schaarschmidt, Mario; … - In: Psychology & marketing 39 (2022) 12, pp. 2361-2383

Persistent link: https://www.econbiz.de/10013465198

An investigation of customers' recovery expectations after service failure : evidence from e-commerce settings at different stages of maturity

Azemi, Yllka; Kini, Ranjan - In: Journal of international consumer marketing 34 (2022) 5, pp. 537-551

Persistent link: https://www.econbiz.de/10013465897

Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage : critical roles of service recovery behaviors

Wang, I-An; Chen, Pei-Chi; Chi, Nai-Wen - In: Journal of business research : JBR 154 (2023), pp. 1-17

Persistent link: https://www.econbiz.de/10013468630

Service failures in times of crisis : an analysis of eWOM emotionality

Gerrath, Maximilian H. E. E.; Mafael, Alexander; … - In: Journal of business research : JBR 154 (2023), pp. 1-12

Persistent link: https://www.econbiz.de/10013468762

Reputation of public organizations : what dimensions are crucial?

Meirinhos, Galvão; Bessa, Maximino; Leal, Carmem Pereira; … - In: Administrative Sciences : open access journal 12 (2022) 4, pp. 1-19

This paper explores the relationships among variables and determines the influences of dimensions (i.e., municipal satisfaction, organizational performance, perceived quality, contestations and complaints of the municipal executive) on the notoriety, image, and reputation (NIR) of municipal...

Persistent link: https://www.econbiz.de/10013470575

Causes of customers' cognitive dissonance and product return frequency : a Malaysian packaged food context

Phang Ing Grace; Pei Ling, Ricadonna; Osman, Zaiton - In: Asian journal of business and accounting : AJBA 15 (2022) 2, pp. 173-203

Persistent link: https://www.econbiz.de/10013531191

Management customer complaints and performance : banks, be careful!

Cotugno, Matteo; Stefanelli, Valeria - In: Journal of management & governance 27 (2023) 1, pp. 371-412

Persistent link: https://www.econbiz.de/10014259057

Responding to online complaints in webcare by public organizations : the impact on continuance intention and reputation

Jacobs, Sandra; Liebrecht, Christine - In: Journal of communication management 27 (2023) 1, pp. 1-20

Persistent link: https://www.econbiz.de/10014288355

Service recovery satisfaction and commitment in the context of spectator sport industry : study on Croatian football consumers

Kuzmanić, Antonio; Dlačić, Jasmina; Milfelner, Borut - In: Central European business review : CEBR 12 (2023) 2, pp. 61-85

Persistent link: https://www.econbiz.de/10014288390