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Does service failure criticality affect global travellers' service evaluations? : an empirical analysis of online reviews
Dwesar, Rishi; Sahoo, Debajani - In: Management decision 60 (2022) 2, pp. 426-448
Persistent link: https://www.econbiz.de/10013162829
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Online service failure : how consumers from emerging countries react and complain
Rohden, Simoni F.; Matos, Celso Augusto de - In: Journal of consumer marketing 39 (2022) 1, pp. 44-54
Persistent link: https://www.econbiz.de/10013165311
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Blame and service recovery strategies in lateral exchange markets
Ketron, Seth; Mai, Enping - In: Journal of strategic marketing 30 (2022) 1, pp. 3-21
Persistent link: https://www.econbiz.de/10013170039
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Brand credibility and customer-based brand equity : a service recovery perspective
Rifi, Azzam; Mostafa, Rania B. - In: Journal of financial services marketing 27 (2022) 1, pp. 1-16
Persistent link: https://www.econbiz.de/10013170430
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Co-creation of online service recoveries and its effects on complaint bystanders
Hutzinger, Clemens; Weitzl, Wolfgang - In: Journal of business research : JBR 130 (2021), pp. 525-538
Persistent link: https://www.econbiz.de/10012544868
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Pursuit of loyalty in service recovery : the roles of brand equity and cognitive reappraisal as moderators
Harun, Ahasan; Rokonuzzaman, Md - In: Journal of retailing and consumer services 62 (2021), pp. 1-11
Persistent link: https://www.econbiz.de/10012648862
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When AI-based services fail : examining the effect of the self-AI connection on willingness to share negative word-of-mouth after service failures
Huang, Bo; Philp, Matthew - In: The service industries journal 41 (2021) 13/14, pp. 877-899
Persistent link: https://www.econbiz.de/10012695297
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Interrupted anticipation after a service failure : the role of olfactory sensation on expected pleasure, taste enjoyment, consumption, and repatronage intentions
Moore, David J. - In: Marketing letters : a journal of research in marketing 24 (2013) 4, pp. 399-408
Persistent link: https://www.econbiz.de/10010207194
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Self-diminishing effects of awe on consumer forgiveness in service encounters
Yang, Yan; Hu, Jing - In: Journal of retailing and consumer services 60 (2021), pp. 1-10
Persistent link: https://www.econbiz.de/10012502710
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Retrospective: service failure and loyalty : an exploratory empirical study of airline customers
Palmer, Adrian; Bejou, David - In: The journal of services marketing 30 (2016) 5, pp. 480-484
Persistent link: https://www.econbiz.de/10011615517