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Critical antecedents to service recovery performance : some evidence and implications for service industry
Daskin, Mustafa; Yilmaz, Ozgur Devrim - In: International journal of management practice : IJMP 8 (2015) 1, pp. 70-97
Persistent link: https://www.econbiz.de/10011377136
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Does relationship matter? : customers' response to service failure
Tsai, Chia-ching; Yang, Yung-kai; Cheng, Yu-chi - In: Managing service quality : MSQ ; an international journal 24 (2014) 2, pp. 139-159
Persistent link: https://www.econbiz.de/10010254024
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A re-examination of service standardization versus customization from the consumer's perspective
Ding, Ying; Keh, Hean Tat - In: The journal of services marketing 30 (2016) 1, pp. 16-28
Persistent link: https://www.econbiz.de/10011445604
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Experiential regret in service failure : the role of service justices
Hwang, Hee-Jeong; Kang, Min-Jeong; Youn, Myoung-Kil - In: Journal of transnational management : the official … 21 (2016) 1, pp. 3-11
Persistent link: https://www.econbiz.de/10011455814
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Merely asking the customer to recommend has an impact on word-of-mouth activity
Söderlund, Magnus; Mattsson, Jan - In: Journal of retailing and consumer services 27 (2015), pp. 80-89
Persistent link: https://www.econbiz.de/10011388078
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The effect of service employees' accent on customer reactions
Tombs, Alastair; Hill, Sally Rao - In: European journal of marketing : EJM 48 (2014) 11/12, pp. 2051-2070
Persistent link: https://www.econbiz.de/10010461810
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Revisiting the service recovery paradox in the restaurant industry
Kim, Jong-Hyeong; Du, Wenxuan; Youn, Hyewon - In: Asia Pacific journal of marketing and logistics 34 (2022) 3, pp. 437-453
Persistent link: https://www.econbiz.de/10013163343
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Do Not Panic! Enhancing Service Recovery of Nursing Services
Mohammed Yusr, Maha - 2019
health, care and support which can be concluded that it is critical to study the health care services. Predicting that …
Persistent link: https://www.econbiz.de/10012891100
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Customer Service Standards
Terziev, Venelin - 2018
providing services; customer service quality assessment; management of control, measuring and implementation equipment …; corrective actions applied in the case of established discrepancies in the provided services; loading, unloading, storing … requires the organization to accurately determine customer service types, the cost of providing alternative services, and …
Persistent link: https://www.econbiz.de/10012920389
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Customer Service Standards
Terziev, Venelin - 2018
providing services; customer service quality assessment; management of control, measuring and implementation equipment …; corrective actions applied in the case of established discrepancies in the provided services; loading, unloading, storing … requires the organization to accurately determine customer service types, the cost of providing alternative services, and …
Persistent link: https://www.econbiz.de/10012928079