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Matching service failures and recovery options toward satisfaction
Cantor, Victor John M.; Li, Richard C. - In: The service industries journal 39 (2019) 13/14, pp. 901-924
Persistent link: https://www.econbiz.de/10012205901
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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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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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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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Guest preferences for service recovery procedures : conjoint analysis
Lee, Seung Hyun - In: Journal of hospitality and tourism insights 1 (2018) 3, pp. 276-288
Persistent link: https://www.econbiz.de/10011924278
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Service recovery : the moderating role of customer loyalty in the context of Moroccan retail banking
Bendriouch, Fatima Zahra; Dassouli, Sara; Satt, Harit; … - In: International journal of logistics economics and … 10 (2023) 3, pp. 209-236
Persistent link: https://www.econbiz.de/10015067029
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First step in social media : measuring the influence of online management responses on customer satisfaction
Gu, Bin; Ye, Qiang - In: Production and operations management : an international … 23 (2014) 4, pp. 570-582
Persistent link: https://www.econbiz.de/10010364045
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The revitalising effect of ISO 9001 on dissatisfied customers
Petnji Yaya, Luc Honore; Marimon, Frederic; Casadesús, … - In: Total quality management & business excellence : an … 25 (2014) 8, pp. 856-864
Persistent link: https://www.econbiz.de/10010393804
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Impact of service recovery, customer satisfaction, and corporate image on customer loyalty
Zaid, Sudirman; Palilati, Alida; Madjid, Rahmat; Bua, … - In: Journal of Asian finance, economics and business : JAFEB 8 (2021) 1, pp. 961-970
Persistent link: https://www.econbiz.de/10012692597
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Future research direction for customer satisfaction in relation to complaint handling and service recovery in e-commerce
Kumari, Parveen; Kumar, Satinder - In: International journal of electronic customer … 12 (2020) 3, pp. 191-204
Persistent link: https://www.econbiz.de/10012509217