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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

Measuring service quality in Indian automobile aftersales : AutoIND scale

Singh, Munish Pal; Sharma, Satyendra Kumar; Chanda, Udayan - In: International journal of process management and … 13 (2023) 3, pp. 401-422

Persistent link: https://www.econbiz.de/10014314006

The temporal construal of customer satisfaction

Pizzi, Gabriele; Marzocchi, Gian Luca; Orsingher, Chiara; … - In: Journal of service research : JSR 18 (2015) 4, pp. 484-497

Persistent link: https://www.econbiz.de/10011392284

Identifying customer satisfaction estimators using review mining

Suzuki, Takayuki; Gemba, Kiminori; Aoyama, Atsushi - In: International journal of technology marketing : IJTMkt 9 (2014) 2, pp. 187-210

Persistent link: https://www.econbiz.de/10010404505

Twitter sentiment analysis of the low-cost Airline services after COVID-19 outbreak : the case of AirAsia

Nor Hasliza Saad; San, Chin Wei; Yaacob, Zulnaidi - In: Business systems research : a system view accross … 14 (2023) 2, pp. 1-23

Background: Public opinion about experience and expectation on services that appear on Twitter platforms provides valuable insights into satisfaction and experience. Objectives: This research investigates consumer perception and opinion toward AirAsia's services after the COVID-19 outbreak....

Persistent link: https://www.econbiz.de/10014527161

Why didn't it work out? : the effects of attributions on the efficacy of recovery strategies

Iglesias Argu͏̈elles, Víctor; Varela-Neira, Conceptión - In: Journal of service theory and practice : JSTP 25 (2015) 6, pp. 700-724

Persistent link: https://www.econbiz.de/10011392207

Guilt no longer a sin : the effect of guilt in the service recovery paradox

Cheng, Yin-Hui; Chang, Chia-Jung; Chuang, Shih-Chieh; … - In: Journal of service theory and practice : JSTP 25 (2015) 6, pp. 836-853

Persistent link: https://www.econbiz.de/10011392444

Antiservice as guiding maxim : tough lessons from a maximum security prison

Hill, Ronald Paul; Capella, Michael L.; Rapp, Justine M.; … - In: Journal of service research : JSR 19 (2016) 1, pp. 57-71

Persistent link: https://www.econbiz.de/10011433173

The dark side of customer co-creation : exploring the consequences of failed co-created services

Heidenreich, Sven; Wittkowski, Kristina; Handrich, Matthias - In: Journal of the Academy of Marketing Science 43 (2015) 3, pp. 279-296

Persistent link: https://www.econbiz.de/10011287133

Don't try harder : using customer inoculation to build resistance against service failures

Mikolon, Sven; Quaiser, Benjamin; Wieseke, Jan - In: Journal of the Academy of Marketing Science 43 (2015) 4, pp. 512-527

Persistent link: https://www.econbiz.de/10011306301