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Examining the trade-off between compensation and promptness in eWOM-triggered service recovery : a restorative justice perspective
Liu, Hongfei; Jayawardhena, Chanaka; Dibb, Sally; … - In: Tourism management : research, policies, practice 75 (2019), pp. 381-392
Persistent link: https://www.econbiz.de/10012063617
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Exploring guest response towards service failure in home-sharing : service presence and consumption motivation
Lu, Lu; Mody, Makarand Amrish; Andajigarmaroudi, Saeed - In: International journal of hospitality management 87 (2020), pp. 1-11
Persistent link: https://www.econbiz.de/10012241810
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Building trust through a personal touch : consumer response to service failure and recovery of home-sharing
Lu, Lu; Cai, Ruiying; King, Ceridwyn - In: Journal of business research : JBR 117 (2020), pp. 99-111
Persistent link: https://www.econbiz.de/10012285524
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How small service failures drive customer defection : introducing the concept of microfailures
Sands, Sean; Campbell, Colin L.; Shedd, Lois; Ferraro, Carla - In: Business horizons 63 (2020) 4, pp. 573-584
Persistent link: https://www.econbiz.de/10012287580
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Profiling (un-)committed online complaints : their characteristics and post-webcare reactions
Weitzl, Wolfgang J.; Einwiller, Sabine A. - In: Journal of business research : JBR 117 (2020), pp. 740-753
Persistent link: https://www.econbiz.de/10012288097
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Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean; Baker, Melissa A. - In: Journal of hospitality marketing & management 29 (2020) 6, pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
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The differential treatment of women during service recovery : how perceived social power affects consumers' postfailure compensation
Cummings, Krista Hill; Seitchik, Allison E. - In: Business horizons 63 (2020) 5, pp. 647-658
Persistent link: https://www.econbiz.de/10012301448
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The effect of CSR on consumer behavioral responses after service failure and recovery
Fatma, Mobin; Khan, Imran; Rahman, Zillur - In: European business review : EBR ; the official journal … 28 (2016) 5, pp. 583-599
Persistent link: https://www.econbiz.de/10011588576
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Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour : does gender make a difference?
Daskin, Mustafa; Azilah Kasim - In: International journal of services and operations management 23 (2016) 4, pp. 467-485
Persistent link: https://www.econbiz.de/10011588653
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Recovering coproduced service failures : antecedents, consequences, and moderators of locus of recovery
Dong, Beibei; Sivakumar, K.; Evans, Kenneth R.; Zou, … - In: Journal of service research : JSR 19 (2016) 3, pp. 291-306
Persistent link: https://www.econbiz.de/10011665411