Search Results - subject:"Service failure and recovery"

Coalitions and their negative consequences : an examination in service failure-recovery situations

Roschk, Holger; Hosseinpour, Masoumeh; Breitsohl, Jan - In: Journal of service research 26 (2023) 4, pp. 614-635

Persistent link: https://www.econbiz.de/10014580355

Bad intentions : customers' negative reactions to intentional failures and mitigating conditions

Nazifi, Amin; Roschk, Holger; Ordenes, Francisco Villarroel - In: Journal of travel research : a quarterly publication of … 61 (2022) 8, pp. 1808-1827

Persistent link: https://www.econbiz.de/10013391013

Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception

Shan, Minghui; Zhu, Zhenzhong; Chen, Haipeng; Sun, Sijie - In: Journal of hospitality marketing & management 33 (2024) 2, pp. 145-168

Persistent link: https://www.econbiz.de/10014511796

Service provider to the rescue : how firm recovery of do-it-yourself service failure turns consumers from competitors to satisfied customers

Hall, Matthew J.; Hyodo, Jamie D. - In: Journal of service research 26 (2023) 4, pp. 578-596

Persistent link: https://www.econbiz.de/10014580334

Managing service shutdowns: Cash refunds or vouchers?

Chen, Rachel R.; Gerstner, Eitan; Halbheer, Daniel; … - In: International journal of research in marketing : IJRM ; … 40 (2023) 2, pp. 294-315

Persistent link: https://www.econbiz.de/10014316585

Listen to their heart : why does active listening enhance customer satisfaction after a service failure?

Min, Kyeong Sam; Jung, Jae Min; Ryu, Kisang - In: International journal of hospitality management 96 (2021), pp. 1-10

Persistent link: https://www.econbiz.de/10012585697

Is differential treatment in response to service failures effective? : the roles of comparison, loyalty, and scarcity messages

Kim, Heewon; Jang, Soocheong (Shawn) - In: International journal of hospitality management 95 (2021), pp. 1-12

Persistent link: https://www.econbiz.de/10012547932

Examining antecedents of reconciliation following service failure and recovery

Radu, Alexandru; Surachartkumtonkun, Jiraporn; Weaven, Scott - In: Journal of strategic marketing 28 (2020) 5, pp. 417-433

Persistent link: https://www.econbiz.de/10012313910

Timing of apology after service failure : the moderating role of future interaction expectation on customer satisfaction

Min, Kyeong Sam; Jung, Jae Min; Ryu, Kisang; Haugtvedt, … - In: Marketing letters : a journal of research in marketing 31 (2020) 2/3, pp. 217-230

Persistent link: https://www.econbiz.de/10012301456

Managing online service recovery: procedures, justice and customer satisfaction

Singh, Jaywant; Crisafulli, Benedetta - In: Journal of Service Theory and Practice 26 (2016) 6, pp. 764-787

Purpose The internet has changed the way services are delivered and has created new forms of customer-firm interactions. Whilst online service failures remain inevitable, the internet offers opportunities for delivering efficient service recovery through the online channel. Notwithstanding,...

Persistent link: https://www.econbiz.de/10014907357