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Brand credibility and customer-based brand equity : a service recovery perspective
Rifi, Azzam; Mostafa, Rania B. - In: Journal of financial services marketing 27 (2022) 1, pp. 1-16
Persistent link: https://www.econbiz.de/10013170430
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Too generous to be fair? : experiments on the interplay of what, when, and how in data breach recovery of the hotel industry
Wang, Xuhui; Wang, Xuequn; Liu, Zilong; Chang, Wen; … - In: Tourism management : research, policies, practice 88 (2022), pp. 1-16
Persistent link: https://www.econbiz.de/10013194345
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Customers' perceived justice, emotions, direct and indirect reactions to service recovery : moderating effects of recovery efforts
Cai, Ruiying; Qu, Hailin - In: Journal of hospitality marketing & management 27 (2018) 3, pp. 323-345
Persistent link: https://www.econbiz.de/10011880415
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The effects of apologies for service failures in the global online retail
Sengupta, Sanchayan; Ray, Daniel; Trendel, Olivier; Van … - In: International journal of electronic commerce : IJEC 22 (2018) 3, pp. 419-445
Persistent link: https://www.econbiz.de/10011884544
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Mediating role of customer forgiveness between perceived justice and satisfaction
Muhammad, Lakhi; Gul-E-Rana - In: Journal of retailing and consumer services 52 (2020), pp. 1-7
Persistent link: https://www.econbiz.de/10012132151
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Consumer control in service recovery : beyond decisional control
Joosten, Herm; Bloemer, Johanna M.; Hillebrand, Bas - In: Journal of service management 28 (2017) 3, pp. 499-519
Persistent link: https://www.econbiz.de/10011758717
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Double deviation investigation of perceived service recovery justice : a study on the Indonesian airline industry
Ellyawati, Jeanne - In: The journal of applied business research 33 (2017) 6, pp. 1263-1271
Persistent link: https://www.econbiz.de/10011785477
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Rectifying failure of service : how customer perceptions of justice affect their emotional reponse and social media testimonial
Kim, Eojina; Tang, Liang - In: Journal of hospitality marketing & management 25 (2016) 7/8, pp. 897-924
Persistent link: https://www.econbiz.de/10011621365
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Would you forgive me? : from perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
Ali, Faizan; El-Manstrly, Dahlia; Ghazanfar Ali Abbasi - In: Journal of business research : JBR 166 (2023), pp. 1-15
Persistent link: https://www.econbiz.de/10014368203
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Service failure and service recovery : a hybrid review and research agenda
Sahaf, Taiba Musadiq; Fazili, Asif Iqbal - In: International journal of consumer studies 48 (2024) 1, pp. 1-45
Persistent link: https://www.econbiz.de/10014465453