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112
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103
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93
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31
Online service failure : diagnosing customer's evaluation of critical incidents outcomes
Ahmad, Maisarah
;
Kadir, Suhaila Abdul
;
Syed Shah Alam
; …
- In:
International journal of applied business and economic …
13
(
2015
)
1
,
pp. 239-257
Persistent link: https://www.econbiz.de/10011376176
Saved in:
32
The effects of perceived justice and experience on service recovery satisfaction and post-purchase behaviours in the airline industry
Pai, Fan-Yun
- In:
International journal of services and operations management
21
(
2015
)
2
,
pp. 175-186
Persistent link: https://www.econbiz.de/10011380064
Saved in:
33
Don't try harder : using customer inoculation to build resistance against service failures
Mikolon, Sven
;
Quaiser, Benjamin
;
Wieseke, Jan
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
4
,
pp. 512-527
Persistent link: https://www.econbiz.de/10011306301
Saved in:
34
The relative impact of gratitude and transactional satisfaction on post-complaint consumer response
Simon, Françoise
;
Tossan, Vesselina
;
Connan …
- In:
Marketing letters : a journal of research in marketing
26
(
2015
)
2
,
pp. 153-164
Persistent link: https://www.econbiz.de/10011339364
Saved in:
35
Foreign or domestic : who provides better customer service?
Poddar, Amit
;
Ozcan, Timucin
;
Madupalli, Ramana Kumar
- In:
The journal of services marketing
29
(
2015
)
2
,
pp. 124-136
Persistent link: https://www.econbiz.de/10011343386
Saved in:
36
The effect of justice in the history of loyalty : a study in failure recovery in the retail context
Lopes, Evandro Luiz
;
Silva, Marcos Antonio da
- In:
Journal of retailing and consumer services
24
(
2015
),
pp. 110-120
Persistent link: https://www.econbiz.de/10010528597
Saved in:
37
Examine the cognitive and affective antecedents to service recovery satisfaction : a field study of delayed airline passengers
Wen, Biyan
;
Chi, Christina Geng-qing
- In:
International journal of contemporary hospitality management
25
(
2013
)
3
,
pp. 306-327
Persistent link: https://www.econbiz.de/10009730488
Saved in:
38
Matching service recovery solutions to customer recovery preferences
Nguyen, Doan T.
;
McColl-Kennedy, Janet R.
;
Dagger, Tracey S.
- In:
European journal of marketing : EJM
46
(
2012
)
9
,
pp. 1171-1194
Persistent link: https://www.econbiz.de/10009661665
Saved in:
39
The impact of corporate social responsibility (CSR) and customer trust on the restoration of loyalty after service failure and recovery
Choi, Beom Joon
;
La, Suna
- In:
The journal of services marketing
27
(
2013
)
3
,
pp. 223-233
Persistent link: https://www.econbiz.de/10009761808
Saved in:
40
Who gets to decide your complaint intentions? : the influence of other companions on reaction to service failures
Huang, Molly Chien-jung
;
Wu, Homer C.
;
Chuang, Shih-chieh
; …
- In:
International journal of hospitality management
37
(
2014
),
pp. 180-189
Persistent link: https://www.econbiz.de/10010354183
Saved in:
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