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There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure
Lteif, Lama; Rubin, Dan; Ball, Joan P.; Lamberton, Cait - In: Psychology & marketing 40 (2023) 9, pp. 1808-1820
Persistent link: https://www.econbiz.de/10014338326
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Rage against the machine : experimental insights into customers' negative emotional responses, attributions of responsibility, and coping strategies in artificial intelligence-base...
Pavone, Giulia; Meyer-Waarden, Lars; Munzel, Andreas - In: Journal of interactive marketing 58 (2023) 1, pp. 52-71
Persistent link: https://www.econbiz.de/10014228865
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Empathic accuracy in artificial intelligence service recovery
Xu, Xing'an; Wen, Najuan; Liu, Juan - In: Tourism review 79 (2024) 5, pp. 1058-1075
Persistent link: https://www.econbiz.de/10015049402
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Pursuit of loyalty in service recovery : the roles of brand equity and cognitive reappraisal as moderators
Harun, Ahasan; Rokonuzzaman, Md - In: Journal of retailing and consumer services 62 (2021), pp. 1-11
Persistent link: https://www.econbiz.de/10012648862
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What do online complainers want? : an examination of the justice motivations and the moral implications of vigilante and reparation schemas
Grégoire, Yany; Legoux, Renaud; Tripp, Thomas M.; … - In: Journal of business ethics : JOBE 160 (2019) 1, pp. 167-188
Persistent link: https://www.econbiz.de/10012121284
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When AI-based services fail : examining the effect of the self-AI connection on willingness to share negative word-of-mouth after service failures
Huang, Bo; Philp, Matthew - In: The service industries journal 41 (2021) 13/14, pp. 877-899
Persistent link: https://www.econbiz.de/10012695297
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Mapping the service recovery research landscape : a bibliometric-based systematic review
Mir, Mahmood; Ashraf, Rohail; Syed, Tahir Abbas; Ali, Sara - In: Psychology & marketing 40 (2023) 10, pp. 2060-2087
Persistent link: https://www.econbiz.de/10014338470
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Chatbots and service failure : when does it lead to customer aggression
Huang, Yu-Shan; Dootson, Paula - In: Journal of retailing and consumer services 68 (2022), pp. 1-11
Persistent link: https://www.econbiz.de/10013366333
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The role of cognition and affect in the formation of customer satisfaction judgements concerning service recovery encounters
Schoefer, Klaus - In: Journal of consumer behaviour : an international … 7 (2008) 3, pp. 210-221
Persistent link: https://www.econbiz.de/10003740930
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Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery : an ethnocultural analysis
Gohary, Ali; Hamzelu, Bahman; Pourazizi, Lida; Hanzaee, … - In: Journal of retailing and consumer services 31 (2016), pp. 182-198
Persistent link: https://www.econbiz.de/10011528630