Search Results - subject:"Service Recovery Satisfaction"

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

The role of switching cost in the e-service recovery framework among banking customers

Jose, Ajay; Mathew, Sonia; Rejikumar G.; Chacko, Dony Peter - In: International journal of quality and service sciences 14 (2022) 1, pp. 86-109

Persistent link: https://www.econbiz.de/10012884465

How sincere is an apology? : recovery satisfaction in a robot service failure context

Hu, Yaou; Min, Hyounae; Su, Na - In: Journal of hospitality & tourism research : JHTR ; the … 45 (2021) 6, pp. 1022-1043

Persistent link: https://www.econbiz.de/10012592331

Antecedents and outcomes of service recovery satisfaction : perspectives on open and distance learning in Malaysia

Mohd Rushidi bin Mohd Amin; Shishi Kumar Piaralal - In: International journal of business innovation and … 21 (2020) 1, pp. 56-78

Persistent link: https://www.econbiz.de/10012149106

Empirical investigation of antecedents of perceived recovery service quality : evidence from retail banking in United Arab Emirates

Jham, Vimi - In: International journal of financial services management … 9 (2019) 4, pp. 369-385

Persistent link: https://www.econbiz.de/10012147267

Pre-recovery emotions and satisfaction : a moderated mediation model of service recovery and reputation in the banking sector

Tektaş, Öznur Özkan; Basgoze, Pinar - In: European management journal 35 (2017) 3, pp. 388-395

Persistent link: https://www.econbiz.de/10011720587

Double deviation investigation of perceived service recovery justice : a study on the Indonesian airline industry

Ellyawati, Jeanne - In: The journal of applied business research 33 (2017) 6, pp. 1263-1271

Persistent link: https://www.econbiz.de/10011785477

Diagnosing the impact of retail bank customers' perceived justice on their service recovery satisfaction and post-purchase behaviours : an empirical study in financial centre of mi...

Nadiri, Halil - In: Economic research 29 (2016) 1, pp. 193-216

Persistent link: https://www.econbiz.de/10012221585

Retaining customers after service failure recoveries : a contingency model

Wang, Kai-yu; Hsu, Li-chun; Chih, Wen-hai - In: Managing service quality : MSQ ; an international journal 24 (2014) 4, pp. 318-338

Persistent link: https://www.econbiz.de/10010389695

Post‐recovery customer relationships and customer partnerships in a restaurant setting

Kim, Taegoo (Terry); Jung‐Eun Yoo, Joanne; Lee, Gyehee - In: International Journal of Contemporary Hospitality Management 24 (2012) 3, pp. 381-401

relationships among perceived justice, service recovery satisfaction, post‐recovery customer relationships, and post … service recovery satisfaction. Future research should be followed to deepen the understanding of the two consequence variables … insights into the structure, processes, and outcomes of service recovery satisfaction. …

Persistent link: https://www.econbiz.de/10014763116