Search Results - subject:"Service failure"

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

"Do not be Deteriorated by service failures, Learn from them and start managing it" : conditions and mechanisms for managing online service failures

Manu C; Sreejesh, S. - In: Journal of retailing and consumer services 81 (2024), pp. 1-18

Persistent link: https://www.econbiz.de/10015123434

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

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

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

Seeking empathy or suggesting a solution? Effects of chatbot messages on service failure recovery

Haupt, Martin; Rozumowski, Anna; Freidank, Jan; Haas, … - In: Electronic Markets 33 (2023) 1

Chatbots as prominent form of conversational agents are increasingly implemented as a user interface for digital customer-firm interactions on digital platforms and electronic markets, but they often fail to deliver suitable responses to user requests. In turn, individuals are left dissatisfied...

Persistent link: https://www.econbiz.de/10015198023

Users taking the blame? How service failure, recovery, and robot design affect user attributions and retention

Meyer (née Mozafari), Nika; Schwede, Melanie; … - In: Electronic Markets 32 (2023) 4, pp. 2491-2505

Firms use robots to deliver an ever-expanding range of services. However, as service failures are common, service recovery actions are necessary to prevent user churn. This research further suggests that firms need to know how to design service robots that avoid alienating users in case of...

Persistent link: https://www.econbiz.de/10015209948

An experimental study of how missing employee empathy in failed service interactions affects empathetic customers' ewom-giving behaviour

Abend, Neele Inken; de Juan Vigaray, María D.; … - In: Administrative Sciences 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/10014333267