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The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders
Weitzl, Wolfgang; Hutzinger, Clemens - In: Journal of business research : JBR 80 (2017), pp. 164-175
Persistent link: https://www.econbiz.de/10011771479
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'We' want apology! Tailoring service recovery and self-construal to earn customer forgiveness
Eugene Cheng-xi Aw; Chuah, Stephanie Hui-wen; Fazli, S. … - In: International journal of services, economics and management 13 (2022) 3, pp. 225-242
Persistent link: https://www.econbiz.de/10013552572
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To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo; Mattila, Anna S.; Bolton, Lisa E. - In: Journal of service research 24 (2021) 3, pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
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The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Casidy, Riza; Shin, Hyunju - In: Journal of retailing and consumer services 27 (2015), pp. 103-112
Persistent link: https://www.econbiz.de/10011388094
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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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The journey from customer participation in service failure to co-creation in service recovery
Bagherzadeh, Ramin; Rawal, Monika; Wei, Shuqin; … - In: Journal of retailing and consumer services 54 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012238366
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The effect of service recovery on socially distant third-party customers : an experimental research on emotions, forgiveness, repatronage intention and WoM
Çelik, Süleyman; Tektaş, Öznur Özkan; Kavak, Bahtışen - In: Journal of service theory and practice 34 (2024) 4, pp. 519-542
Persistent link: https://www.econbiz.de/10015055431
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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
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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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The effects of service recovery on customer satisfaction and customer loyalty in banks
Maamari, Bassem E.; Wasfi, Hummam S. A. - In: International journal of technology marketing : IJTMkt 14 (2020) 4, pp. 403-424
Persistent link: https://www.econbiz.de/10012534250