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Call it robot : anthropomorphic framing and failure of self-service technologies
Barone, Ada Maria; Stagno, Emanuela; Donato, Carmela - In: The journal of services marketing 38 (2024) 3, pp. 272-287
Persistent link: https://www.econbiz.de/10014515617
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Chatbots and service failure : when does it lead to customer aggression
Huang, Yu-Shan; Dootson, Paula - In: Journal of retailing and consumer services 68 (2022), pp. 1-11
Persistent link: https://www.econbiz.de/10013366333
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Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures : does apology letter matter?
Rasouli, Nasrin; Mostafa Rasoolimanesh, S.; Rahmani, … - In: Journal of hospitality marketing & management 31 (2022) 6, pp. 662-687
Persistent link: https://www.econbiz.de/10013327881
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Responding to negative reviews? : the interplay of management response strategy and service failure type
Salehi-Esfahani, Saba; Torres, Edwin; Hua, Nan - In: Journal of hospitality marketing & management 32 (2023) 1, pp. 29-49
Persistent link: https://www.econbiz.de/10013545802
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Effects of online commercial friendships on customer revenge following a service failure
Fu, Xiaorong; Pang, Jing; Gursoy, Dogan - In: Journal of business research : JBR 153 (2022), pp. 102-114
Persistent link: https://www.econbiz.de/10013533975
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Analyzing service failures when shopping for supplements online among college students
Uitz, Thomas O.; Jančíková, Eva - In: Management : journal of contemporary management issues 27 (2022) 1, pp. 17-30
Persistent link: https://www.econbiz.de/10013502509
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What drives customer engagement after a service failure? : the moderating role of customer trust
Honora, Andreawan; Chih, Wen-Hai; Ortiz, Jaime - In: International journal of consumer studies 47 (2023) 5, pp. 1714-1732
Persistent link: https://www.econbiz.de/10014335594
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The effect of service failure severity on brand forgiveness : the moderating role of interpersonal attachment styles and thinking styles
Alnawas, Ibrahim; Al Khateeb, Amr; Abu Farha, Allam K.; … - In: International journal of contemporary hospitality management 35 (2023) 5, pp. 1691-1712
Persistent link: https://www.econbiz.de/10014280877
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Would you try it again? : dual effects of customer mindfulness on service recovery
Martinez, Luisa M.; Pacheco, Natália Araújo; Ramos, … - In: Journal of retailing and consumer services 74 (2023), pp. 1-13
Persistent link: https://www.econbiz.de/10014364668