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Preconsumption mood, causal explanations, and postrecovery reactions
Yang, Wan; Hanks, Lydia - In: Journal of hospitality marketing & management 25 (2016) 1/2, pp. 69-90
Persistent link: https://www.econbiz.de/10011453969
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The fading effect bias : examining changes in affect and behavioral intention in restaurant service failures and reoveries
Kim, Jong-hyeong; Jang, Soocheong - In: International journal of hospitality management 40 (2014), pp. 109-119
Persistent link: https://www.econbiz.de/10010388577
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Behavioural consequences of verbally expressed and unexpressed customer rage emotions
Awasthi, Ashwini K.; Kumar, Vineet - In: Journal of consumer marketing 39 (2022) 1, pp. 133-144
Persistent link: https://www.econbiz.de/10013165322
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Research on the influence of compensation methods and customer sentiment on service recovery effect
Wei, Jiahua; Lin, Xi - In: Total quality management & business excellence 33 (2022) 5, pp. 489-508
Persistent link: https://www.econbiz.de/10013166889
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The road to consumer forgiveness is paved with money or apology? : the roles of empathy and power in service recovery
Wei, Chuang; Liu, Maggie Wenjing; Keh, Hean Tat - In: Journal of business research : JBR 118 (2020), pp. 321-334
Persistent link: https://www.econbiz.de/10012288607
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Understanding negative emotions in services through teleological actions
Padin, Carmen; Svensson, Göran - In: International journal of quality and service sciences 9 (2017) 1, pp. 67-84
Persistent link: https://www.econbiz.de/10011650515
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Other customer service failures : emotions, impacts, and attributions
Baker, Melissa A.; Kim, Kawon Kathy - In: Journal of hospitality & tourism research : JHTR ; the … 42 (2018) 7, pp. 1067-1085
Persistent link: https://www.econbiz.de/10011922297
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Customers' perceived justice, emotions, direct and indirect reactions to service recovery : moderating effects of recovery efforts
Cai, Ruiying; Qu, Hailin - In: Journal of hospitality marketing & management 27 (2018) 3, pp. 323-345
Persistent link: https://www.econbiz.de/10011880415
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Exploring the value co-destruction model for on-line deviant behaviors of hotel customers
Yeh, Shih-Shuo; Fotiadis, Anestis K.; Chiang, Tai-Ying; … - In: Tourism management perspectives : TMP 33 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012170529
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"From fail to prevail" : how a salesperson's communication sentiment influences consumer forgiveness in service failures focusing on the role of consumer self-construal
Luo, Jieqiong; Yoo, Je Eun; Park, Jeong Eun - In: Journal of global scholars of marketing science : … 34 (2024) 2, pp. 231-252
Persistent link: https://www.econbiz.de/10014511630