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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

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

Service recovery : the moderating role of customer loyalty in the context of Moroccan retail banking

Bendriouch, Fatima Zahra; Dassouli, Sara; Satt, Harit; … - In: International journal of logistics economics and … 10 (2023) 3, pp. 209-236

Persistent link: https://www.econbiz.de/10015067029

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

Engaging the avatar : the effects of authenticity signals during chat-based service recoveries

Esmark Jones, Carol L.; Hancock, Tyler; Kazandjian, Brett; … - In: Journal of business research : JBR 144 (2022), pp. 703-716

Persistent link: https://www.econbiz.de/10013185032

Impact of service recovery, customer satisfaction, and corporate image on customer loyalty

Zaid, Sudirman; Palilati, Alida; Madjid, Rahmat; Bua, … - In: Journal of Asian finance, economics and business : JAFEB 8 (2021) 1, pp. 961-970

Persistent link: https://www.econbiz.de/10012692597

Future research direction for customer satisfaction in relation to complaint handling and service recovery in e-commerce

Kumari, Parveen; Kumar, Satinder - In: International journal of electronic customer … 12 (2020) 3, pp. 191-204

Persistent link: https://www.econbiz.de/10012509217

Frontline problem-solving effectiveness : a dynamic analysis of verbal and nonverbal cues

Marinova, Detelina; Singh, Sunil K.; Singh, Jagdip - In: Journal of marketing research : JMR 55 (2018) 2, pp. 178-192

Persistent link: https://www.econbiz.de/10011844990

The impact of service recovery output/process on customer satisfaction and loyalty : the case of the airline industry

Etemad-Sajadi, Reza; Bohrer, Laura - In: Tourism and hospitality research : THR 19 (2019) 2, pp. 259-266

Persistent link: https://www.econbiz.de/10012165672