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Role of the perceived justice of service recovery : a comparison of first-time and repeat visitors

Chen, Peng; Kim, Yeong Gug - In: Tourism and hospitality research : THR 19 (2019) 1, pp. 98-111

Persistent link: https://www.econbiz.de/10012165598

The effect of nostalgia on service failure

Jeon, Jin A.; Kim, Ja-Yeon - In: The journal of applied business research 33 (2017) 6, pp. 1243-1250

Persistent link: https://www.econbiz.de/10011785469

Customers' emotion regulation strategies in service failure encounters

Balaji, M. S.; Roy, Sanjit; Quazi, Ali - In: European journal of marketing : EJM 51 (2017) 5/6, pp. 960-982

Persistent link: https://www.econbiz.de/10011708773

Service recovery in unaffected consumers : evidence of a recovery paradox

Wardley, Marcus - In: International journal of quality and service sciences 14 (2022) 1, pp. 121-132

Persistent link: https://www.econbiz.de/10012884467

An experimental study of how missing employee empathy in failed service interactions affects empathetic customers' ewom-giving behaviour

Abend, Neele Inken; Juan Vigaray, María D. de; … - In: Administrative Sciences : open access journal 13 (2023) 5, pp. 1-19

Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...

Persistent link: https://www.econbiz.de/10014318720

There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure

Lteif, Lama; Rubin, Dan; Ball, Joan P.; Lamberton, Cait - In: Psychology & marketing 40 (2023) 9, pp. 1808-1820

Persistent link: https://www.econbiz.de/10014338326

When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure

Flacandji, Michaël; Cusin, Julien; Lunardo, Renaud - In: Psychology & marketing 40 (2023) 12, pp. 2728-2742

Persistent link: https://www.econbiz.de/10014432547

The effect of service recovery on socially distant third-party customers : an experimental research on emotions, forgiveness, repatronage intention and WoM

Çelik, Süleyman; Tektaş, Öznur Özkan; Kavak, Bahtışen - In: Journal of service theory and practice 34 (2024) 4, pp. 519-542

Persistent link: https://www.econbiz.de/10015055431

Effects of third-party observer empathy when viewing interactions between robots and customers : the moderating role of robot eeriness

Sheng, Xiaojing; Murray, Ross; Ketron, Seth C.; Felix, Reto - In: International journal of hospitality management 119 (2024), pp. 1-11

Persistent link: https://www.econbiz.de/10015070773

Consumer anger: a label in search of meaning

Antonetti, Paolo - In: European Journal of Marketing 50 (2016) 9/10, pp. 1602-1628

emotion, as existing scales are not able to measure the goals associated with the two types of anger. Practical implications …Purpose The paper aims to propose a new conceptualisation of consumer anger directed against a company. Design …/methodology/approach In this paper, an integrative review of the literature on anger in marketing has been conducted. Findings Anger at the …

Persistent link: https://www.econbiz.de/10014724170