Search Results - subject:"Service failure"

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

Compensating service failures : the moderating role of customers' political ideology

Oh, Hyunghwa; Chan, Eugene Y. - In: Australasian marketing journal : AMJ ; official journal … 33 (2025) 2, pp. 131-140

Persistent link: https://www.econbiz.de/10015415313

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

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

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

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/10015454464

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

Tran, Van Dat - 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/10015456912

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

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