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Effects of perceived value and customer service on brand satisfaction

Sebastián-Morillas, Ana; Monfort, Abel; López, Belén - In: Journal of promotion management : innovations in … 30 (2024) 2, pp. 187-203

Persistent link: https://www.econbiz.de/10014447597

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

Managing customers' undesirable responses towards hospitality service brands during service failure : the moderating role of other customer perception

Sarkar, Abhigyan; Sarkar, Juhi Gahlot; Sreejesh, S. - In: International journal of hospitality management 94 (2021), pp. 1-14

Persistent link: https://www.econbiz.de/10012495095

Customer service evaluations of employees with disabilities : the roles of perceived competence and service failure

Madera, Juan M.; Taylor, D. Christopher; Barber, Nelson A. - In: The Cornell hospitality quarterly 61 (2020) 1, pp. 5-18

Persistent link: https://www.econbiz.de/10012158099

An experimental study of how missing employee empathy in failed service interactions affects empathetic customers' ewom-giving behaviour

Abend, Neele Inken; Juan Vigaray, María D. de; … - In: Administrative Sciences : open access journal 13 (2023) 5, pp. 1-19

Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...

Persistent link: https://www.econbiz.de/10014318720

"Going the extra mile" : an integrative model of customer delight

Kim, Soyeon; Kim, Mi Ran; Choi, Laee - In: International journal of contemporary hospitality management 36 (2024) 4, pp. 1193-1212

Persistent link: https://www.econbiz.de/10014483819

Well-known or well-liked? : the effects of brand reputation on customers' responses to service failure

Liu, Mengzhen; Xiong, Wei - In: Journal of travel and tourism marketing 40 (2023) 3, pp. 221-241

Persistent link: https://www.econbiz.de/10014369784

Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender

Huey Chern Boo; Mattila, Anna S.; Tan, Ching Yeng - In: International journal of hospitality management 35 (2013), pp. 180-192

Persistent link: https://www.econbiz.de/10010225814

Service recovery's impact on customers next-in-line

Van Vaerenbergh, Yves; Vermeir, Iris; Larivière, Bart - In: Managing service quality : MSQ ; an international journal 23 (2013) 6, pp. 495-512

Persistent link: https://www.econbiz.de/10010202243

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