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Gauging customers' negative disconfirmation in online post-purchase behaviour : the moderating role of service recovery

Muhammad Mazhar; Ding Hooi Ting; Abbasi, Amir Zaib; … - In: Cogent business & management 9 (2022) 1, pp. 1-23

Negative disconfirmation will usually lead to switching behaviour and attenuate customers' repurchase intentions, a behaviour that will undercut businesses' profitability. Limited research discussed post-purchase behaviour, in general, and how to retain aggrieved customers during the online...

Persistent link: https://www.econbiz.de/10014429619

When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure

Flacandji, Michaël; Cusin, Julien; Lunardo, Renaud - In: Psychology & marketing 40 (2023) 12, pp. 2728-2742

Persistent link: https://www.econbiz.de/10014432547

How can organizational tolerance toward frontline employees' errors help service recovery?

Cusin, Julien; Flacandji, Michaël - In: Journal of personal selling & sales management : JPSSM 42 (2022) 2, pp. 91-106

Persistent link: https://www.econbiz.de/10013361660

Consumer effort in service encounters : the overlooked impact of surface acting

Cook, Laurel Aynne; Bone, Paula Fitzgerald; Sadeghein, Raika - In: The journal of services marketing 36 (2022) 2, pp. 297-309

Persistent link: https://www.econbiz.de/10013407489

Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures

Walsh, Gianfranco; Shiu, Edward; Schaarschmidt, Mario; … - In: Psychology & marketing 39 (2022) 12, pp. 2361-2383

Persistent link: https://www.econbiz.de/10013465198

Identification and modelling of factors influencing service recovery

Singh, Munish Pal; Shama, Satyendra Kumar; Chanda, Udayan - In: International journal of services and operations … 47 (2024) 4, pp. 496-514

Persistent link: https://www.econbiz.de/10015065120

Enhancing service recovery satisfaction with chatbots : the role of humor and informal language

Shams, Ghazal; Kim, Kawon Kathy; Kim, Kaeun - In: International journal of hospitality management 120 (2024), pp. 1-14

Persistent link: https://www.econbiz.de/10015071175

Is customer participation always good in service recovery? : the moderating role of customers' positive psychological capital

Alotaibi, Meteb Naif; Chaouali, Walid; Hammami, Samiha … - In: International journal of bank marketing 41 (2023) 3, pp. 457-484

Persistent link: https://www.econbiz.de/10014267032

The effect of inoculation messages on service recovery

Ma, Ke; Qian, Si - In: Marketing intelligence & planning 40 (2022) 6, pp. 710-723

Persistent link: https://www.econbiz.de/10013393518

The impact of default options on tourist intention post tourism chatbot failure : the role of service recovery and emoticon

Wang, Lilei; Xiao, Junyang; Luo, Zeyuan; Guo, Yanghong; … - In: Tourism Management Perspectives 53 (2024), pp. 1-13

Persistent link: https://www.econbiz.de/10015077514