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date (oldest first)
1
The impact of service failure on brand credibility
Bougoure, Ursula Sigrid
;
Russell-Bennett, Rebekah
; …
- In:
Journal of retailing and consumer services
31
(
2016
),
pp. 62-71
Persistent link: https://www.econbiz.de/10011528525
Saved in:
2
Guest preferences for service recovery procedures : conjoint analysis
Lee, Seung Hyun
- In:
Journal of hospitality and tourism insights
1
(
2018
)
3
,
pp. 276-288
Persistent link: https://www.econbiz.de/10011924278
Saved in:
3
Co-creating service recovery after service failure : the role of brand equity
Hazée, Simon
;
Van Vaerenbergh, Yves
;
Armirotto, Vincent
- In:
Journal of business research : JBR
74
(
2017
),
pp. 101-109
Persistent link: https://www.econbiz.de/10011675409
Saved in:
4
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
Saved in:
5
Behavioural consequences of verbally expressed and unexpressed customer rage emotions
Awasthi, Ashwini K.
;
Kumar, Vineet
- In:
Journal of consumer marketing
39
(
2022
)
1
,
pp. 133-144
Persistent link: https://www.econbiz.de/10013165322
Saved in:
6
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
Saved in:
7
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
Saved in:
8
Other customer service failures : emotions, impacts, and attributions
Baker, Melissa A.
;
Kim, Kawon Kathy
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
7
,
pp. 1067-1085
Persistent link: https://www.econbiz.de/10011922297
Saved in:
9
Scoring more after service failures : why do customers overclaim?
Khantimirov, Denis
- In:
Services marketing quarterly
39
(
2018
)
2
,
pp. 124-139
Persistent link: https://www.econbiz.de/10011859504
Saved in:
10
The effect of service failure on customer loyalty through customer forgiveness and service recovery as mediation variables : a study on go-car in Surabaya
Laili, Ivatul
;
Sumiati
;
Sudjatno
-
2022
Persistent link: https://www.econbiz.de/10013397528
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