Search Results - subject:"Service Failure"

E-service failure and recovery strategy in times of crisis : effect on peer attitudes, expectation and future intention

Foroudi, Pantea; Tabaghdehi, S. Asieh Hosseini; Cillo, … - In: Review of managerial science : RMS 19 (2025) 2, pp. 537-571

Persistent link: https://www.econbiz.de/10015194561

Me, Myself, and My AI : how artificial intelligence classification failures threaten consumers' self-expression

Lopes, Ana Rita Gonçalves; Pinto, Diego Costa; … - In: Journal of business research : JBR 186 (2025), pp. 1-16

Persistent link: https://www.econbiz.de/10015156892

Exploring the potential of chatbots : insights into consumer preferences for chatbots and chatbot interaction content

Johar, Chetna - 2024

Persistent link: https://www.econbiz.de/10015189635

The role of customer relationship vulnerability in service recovery

Cénophat, Sadrac; Eisend, Martin; Bayón, Tomás; … - In: Journal of service research 27 (2024) 2, pp. 283-301

Persistent link: https://www.econbiz.de/10014580442

The importance of social comparison in perceived justice during the service recovery process

Aguilar-Rojas, Óscar; Fandos-Herrera, Carmina; … - In: European journal of management and business economics : … 33 (2024) 4, pp. 488-504

Purpose This study aims to analyse how consumers' perceptions of justice in a service recovery scenario vary, not only due to the company's actions but also due to the comparisons they make with the experiences of other consumers. Design/methodology/approach Based on justice theory, social...

Persistent link: https://www.econbiz.de/10015130650

Exploring the relationship between chatbots, service failure recovery and customer loyalty : a frustration–aggression perspective

Ozuem, Wilson; Ranfagni, Silvia; Willis, Michelle; … - In: Psychology & marketing 41 (2024) 10, pp. 2253-2273

Persistent link: https://www.econbiz.de/10015133743

They forgot me! : the exclusionary effects among complaining consumers when others receive a response

Ben, Zhiying; Shukla, Paurav - In: Psychology & marketing 41 (2024) 11, pp. 2741-2756

Persistent link: https://www.econbiz.de/10015133892

Service failure recovery on customer recovery satisfaction and attitude loyalty for airline industry : the moderating effect of brand authenticity

Van Dat Tran - In: Cogent business & management 11 (2024) 1, pp. 1-15

The study aims to investigate the relationship between service failure recovery, customer recovery satisfaction, and … satisfaction in terms of attitudinal characteristics. Managers could strive to improve service failure at their airlines in order … to increase brand authenticity now that they are aware of the recovery strategies for service failure. Furthermore, for …

Persistent link: https://www.econbiz.de/10014534549

Corporate good deed and service failure : does being good lead to forgiveness?

Yang, Chia-yen; Tjiptono, Fandy; Lee, Christina Kwai Choi; … - In: Journal of hospitality marketing & management 33 (2024) 8, pp. 1040-1070

Persistent link: https://www.econbiz.de/10015084025

Theorizing the costs of self-service technologies and co-creation by design

Darmody, Aron; Zwick, Detlev - In: Journal of macromarketing 44 (2024) 1, pp. 6-13

Persistent link: https://www.econbiz.de/10014584702