Search Results - subject:"Service Recovery"

Service recovery system and service recovery in retail banks: a multilevel analysis

Rao, Abhishek S.; P, Yogesh Pai; Kamath, Pallavi R; … - In: Cogent Business & Management 11 (2024) 1, pp. 1-20

analysis. Consequently, prior research has ignored service recovery performance and customer loyalty nested within the branch …-level studies of retail banks. However, this multilevel analysis examined how the service recovery system influences customer … approach to understand the macro- and micro-level dynamics of service recovery in retail banking. These findings emphasize the …

Persistent link: https://www.econbiz.de/10015457173

Service recovery system and service recovery in retail banks : a multilevel analysis

Abhishek S. Rao K. P.; P., Yogesh Pai; Kamath, Pallavi R.; … - In: Cogent business & management 11 (2024) 1, pp. 1-20

Persistent link: https://www.econbiz.de/10015426994

Implementing multi-attribute utility theory in service recovery : an operational management perspective on online retailing

Song, Yan; Xiu, Yifan; Wang, Jingyuan - In: Journal of retailing and consumer services 81 (2024), pp. 1-11

Persistent link: https://www.econbiz.de/10015116891

Redefining service recovery : critical insights into proactive strategies and a future research agenda

Nazifi, Amin; Murdy, Samantha; Olya, Hesam - In: International journal of contemporary hospitality management 38 (2026) 1, pp. 328-347

Persistent link: https://www.econbiz.de/10015608930

From service failure to brand loyalty : evidence of service recovery paradox

Lim, Weng Marc; Saha, Victor; Das, Manish - In: The journal of brand management : an international journal 32 (2025) 4, pp. 257-281

Persistent link: https://www.econbiz.de/10015486089

Recovering customer satisfaction after a chatbot service failure : the effect of gender

Rese, Alexandra; Witthohn, Lennart - In: Journal of retailing and consumer services 84 (2025), pp. 1-23

Persistent link: https://www.econbiz.de/10015441752

Does ethnocentrism work? : evaluating the effect of airlines service recovery strategies on airline brand equity

Nor Asiah Omar; Nur Aqilah Hazirah Mohd Anim; Jannat, … - In: Cogent business & management 12 (2025) 1, pp. 1-28

The study aims to investigate how corporate social responsibility (CSR), service recovery effort, severity of service … failure, and ethnocentrism affect service recovery satisfaction and airline brand equity among Malaysia Airlines passengers … data with PLS-SEM. The results showed that CSR and service recovery efforts significantly influenced service recovery …

Persistent link: https://www.econbiz.de/10015607082

The feeling skills gap : the role of empathy in voice-driven AI for service recovery

Carrilho, Mariana Girão; Wagner, Rafael; Pinto, Diego Costa - In: Journal of business research : JBR 201 (2025), pp. 1-16

Persistent link: https://www.econbiz.de/10015592445

Unravelling the influence of service failure on negative customer engagement : the moderating role of service recovery

Albayrak, Tahir; Kılıçarslan, Özge; Fong, Lawrence … - In: International journal of hospitality management 130 (2025), pp. 1-11

Persistent link: https://www.econbiz.de/10015434519

When "more" is not "enough" in restaurants : do the challenge demands and service recovery performance compel a negative influence of the service recovery system on customer justic...

Abhishek, S. Rao K.P.; Pai P, Yogesh; Sethumadhavan, … - In: International journal of services and operations … 50 (2025) 2, pp. 170-196

Persistent link: https://www.econbiz.de/10015445165