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The role of socially rich photos in generating favorable donation behavior on charity websites
Bataoui, Soffien; Boch, Emmanuelle - In: Journal of retailing and consumer services 74 (2023), pp. 1-16
Persistent link: https://www.econbiz.de/10014364672
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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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Factors influencing consumer forgiveness : a systematic literature review and directions for future research
Kim, Yungchul; Ho, Ting Hin; Tan, Lay Peng; Casidy, Riza - In: Journal of service theory and practice 33 (2023) 5, pp. 601-628
Persistent link: https://www.econbiz.de/10014339764
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Service mega-disruptions : a conceptual model and research agenda
Vredenburg, Jessica; Kapitan, Sommer; Jang, Sharon - In: The journal of services marketing 38 (2024) 1, pp. 131-144
Persistent link: https://www.econbiz.de/10014473598
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Moderating role of consumers' attachment style on post-recovery satisfaction behavior
Sidhu, Sarabjit Kaur; Fon Sim Ong; Balaji, M. S. - In: Journal of relationship marketing : innovations and … 22 (2023) 4, pp. 354-380
Persistent link: https://www.econbiz.de/10014422333
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Effects of the anthropomorphic image of intelligent customer service avatars on consumers' willingness to interact after service failures
Yao, Qi; Kuai, Ling; Jiang, Lan - In: Journal of research in interactive marketing : … 17 (2023) 5, pp. 734-753
Persistent link: https://www.econbiz.de/10014428169
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When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng; Zhang, Mengwei; Zhong, Jianan - In: Journal of service theory and practice 33 (2023) 6, pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
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'We' want apology! Tailoring service recovery and self-construal to earn customer forgiveness
Eugene Cheng-xi Aw; Chuah, Stephanie Hui-wen; Fazli, S. … - In: International journal of services, economics and management 13 (2022) 3, pp. 225-242
Persistent link: https://www.econbiz.de/10013552572
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Users taking the blame? : how service failure, recovery, and robot design affect user attributions and retention
Meyer, Nika; Schwede, Melanie; Hammerschmidt, Maik; … - In: Electronic markets : EM ; the international journal of … 32 (2022) 4, pp. 2491-2505
Persistent link: https://www.econbiz.de/10013556744
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The price of good friendships : examining the roles of relationship norms and perceived controllability in service failure encounters
Li, Zongchao; Tao, Weiting; Wu, Linwan - In: International journal of business communication : IJBC … 60 (2023) 1, pp. 105-129
Persistent link: https://www.econbiz.de/10014228978