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  • Search: subject:"Failure severity"
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Subject
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Dienstleistungsqualität 29 Service quality 29 Beschwerdemanagement 28 Complaint management 28 Customer satisfaction 28 Kundenzufriedenheit 27 Consumer behaviour 21 Konsumentenverhalten 21 Beziehungsmarketing 19 Relationship marketing 19 Failure severity 14 Service failure severity 13 Customer service 9 Kundenservice 9 Gerechtigkeit 7 Justice 7 failure severity 7 Service recovery 6 Dienstleistungssektor 4 E-commerce 4 Electronic Commerce 4 Emotion 4 Service industry 4 service failure severity 4 service recovery 4 Airline 3 Consumer forgiveness 3 Fluggesellschaft 3 Gastronomie 3 Perceived justice 3 Restaurant industry 3 service failure 3 Agreeableness 2 Apology 2 Cognition 2 Complaints 2 Confidence 2 Customer complaining behaviour 2 Customer forgiveness 2 Customer services quality 2
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Online availability
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Undetermined 32 Free 1
Type of publication
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Article 39
Type of publication (narrower categories)
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Article in journal 33 Aufsatz in Zeitschrift 33 research-article 5
Language
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English 38 Undetermined 1
Author
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Bambauer-Sachse, Silke 3 Andreau, Luisa 2 Campos, Pimenta, Marco Tulio 2 Chih, Wen-Hai 2 Hanks, Lydia 2 Khan, Muhammad Ishfaq 2 Mattila, Anna S. 2 Mesquita, José Marcos Carvalho de 2 Prashar, Sanjeev 2 Rabeson, Landisoa Eunorphie 2 Riaz, Zeeshan 2 Salagrama, Ramakrishna 2 Shin, Hyunju 2 Sreejesh, S. 2 Tata, Sai Vijay 2 Tojib, Dewi 2 Urdan, André Torres 2 Wang, Kai-Yu 2 Abdo, Maha Saied 1 Agu, Agu Godswill 1 Al Alawi, Alamir 1 Al-Romeedy, Bassam Samir 1 Anusree, M. R. 1 Balaji, M. S. 1 Chen, Danni 1 Chen, Hsi-Tien 1 Chen, Hsi-tien 1 Chen, Yinjiao 1 Ciptoheriyanto, Priyono 1 Dibb, Sally 1 E. Kim, Ellen 1 Elbaz, Ahmed Mohamed 1 Elsharnouby, Mohamed H. 1 Fang, Shujie 1 Fon Sim Ong 1 Furinto, Asnan 1 Gong, Le 1 Halim, Rizal Edy 1 Hao, Jin-Xing 1 Honora, Andreawan 1
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Published in...
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Journal of retailing and consumer services 3 Asia Pacific journal of marketing and logistics 2 Journal of travel and tourism marketing 2 The service industries journal 2 Asia Pacific Journal of Marketing and Logistics 1 European Journal of Marketing 1 European journal of marketing 1 International Journal of Retail & Distribution Management 1 International journal of bank marketing 1 International journal of business information systems : IJBIS 1 International journal of electronic marketing and retailing : IJEMR 1 International journal of emerging markets 1 International journal of hospitality management 1 International journal of retail & distribution management 1 Inventi impact: service sector 1 Journal of African business 1 Journal of Asian finance, economics and business : JAFEB 1 Journal of Management and Strategy 1 Journal of Services Marketing 1 Journal of business research : JBR 1 Journal of consumer marketing 1 Journal of consumer psychology : JCP : the official journal of the Society for Consumer Psychology 1 Journal of management and strategy : JMS 1 Journal of service research : JSR 1 Marketing intelligence & planning 1 Review of managerial science 1 Service business 1 Services marketing quarterly 1 The Cornell hospitality quarterly 1 The journal of services marketing 1 Tourism Review 1 Tourism management : research, policies, practice 1 Tourism review 1 Tourism review : the official journal of the AIEST 1
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Source
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ECONIS (ZBW) 33 Other ZBW resources 5 RePEc 1
Showing 1 - 10 of 39
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Helpful or harmful? : a curvilinear perspective on AI agent anthropomorphism in service failure tolerance
Liu, Ruoran; Hao, Jin-Xing; Yu, Yan; Shan, Wei - In: Journal of retailing and consumer services 85 (2025), pp. 1-13
Persistent link: https://www.econbiz.de/10015441862
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Mind the voice! : the effect of service robot voice vividness on service failure tolerance
Huo, Jiale; Gong, Le; Xi, Yue; Chen, Yinjiao; Chen, Danni; … - In: Journal of travel and tourism marketing 42 (2025) 1, pp. 1-19
Persistent link: https://www.econbiz.de/10015183117
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The role of customer’s engagement in service recovery
Abdo, Maha Saied; Elsharnouby, Mohamed H.; Mahran, … - In: The service industries journal 45 (2025) 9/10, pp. 779-818
Persistent link: https://www.econbiz.de/10015531889
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The role of customer forgiveness and perceived justice in restoring relationships with customers
Honora, Andreawan; Wang, Kai-Yu; Chih, Wen-Hai - In: Service business 18 (2024) 3/4, pp. 363-393
Persistent link: https://www.econbiz.de/10015178560
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The role of customer complaint management on switching intention and customer exit in fitness centers
Campos, Pimenta, Marco Tulio; Mesquita, José Marcos … - In: Services marketing quarterly 44 (2023) 1, pp. 51-72
Persistent link: https://www.econbiz.de/10013546191
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Relationship outcomes following a service failure : the role of agent likability
Radu, Alexandru; Quach, Sara; Thaichon, Park; … - In: Asia Pacific journal of marketing and logistics 35 (2023) 2, pp. 364-379
Persistent link: https://www.econbiz.de/10013553058
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Examining the influence of forgiveness and its antecedents on consumer behavior : the moderating role of service failure severity
Salagrama, Ramakrishna; Prashar, Sanjeev; Tata, Sai Vijay - In: International journal of emerging markets 18 (2023) 10, pp. 3973-3994
Persistent link: https://www.econbiz.de/10014455163
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Impact of failure severity levels on satisfaction and behavior : from the perspectives of justice theory and regulatory focus theory
Sidhu, Sarabjit Kaur; Fon Sim Ong; Balaji, M. S. - In: Journal of consumer marketing 40 (2023) 4, pp. 535-547
Persistent link: https://www.econbiz.de/10014276019
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Measuring the intention-behavior gap in service failure and recovery : the moderating roles of failure severity and service recovery satisfaction
Mesquita, José Marcos Carvalho de; Shin, Hyunju; … - In: European journal of marketing 57 (2023) 7, pp. 1826-1853
Persistent link: https://www.econbiz.de/10014342175
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Recovery strategies of a micro restaurant in Nigeria : implications on customer satisfaction and loyalty
Agu, Agu Godswill - In: Journal of African business 24 (2023) 3, pp. 363-383
Persistent link: https://www.econbiz.de/10014320497
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