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Search: subject:"Service failure recovery"
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Beschwerdemanagement
12
Complaint management
12
Dienstleistungsqualität
12
Service quality
12
Customer satisfaction
10
Kundenzufriedenheit
10
Service failure recovery
8
Beziehungsmarketing
7
Consumer behaviour
7
Konsumentenverhalten
7
Relationship marketing
7
Customer service
5
Kundenservice
5
service failure recovery
3
Justice
2
AI technology
1
Airline
1
Arbeitsleistung
1
Arbeitsverhalten
1
Arbeitszufriedenheit
1
Artificial intelligence
1
Benevolent trusting beliefs
1
Betriebsklima
1
Brand image
1
Brand management
1
ChatGPT
1
Chatbots
1
Climate
1
Complaint
1
Confidence
1
Consumer behavior
1
Coolness
1
Corporate culture
1
Cultural identity
1
Customer behavior
1
Customer integration
1
Customer retention
1
Customer revenge
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Dienstleistungssektor
1
Double deviation
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Article
12
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English
12
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Howell, Kerry
2
Ozuem, Wilson
2
Ranfagni, Silvia
2
Willis, Michelle
2
Abulizi, Aierpatejiang
1
Assaf, A. Georges
1
Auh, Seigyoung
1
Barbosa Escobar, Francisco
1
Carrillat, François A.
1
Chebat, Elise
1
Chebat, Jean-Charles
1
Grégoire, Yany
1
Harrison-Walker, L. Jean
1
Katsikeas, Constantine S.
1
Khamitov, Mansur
1
Kim, Woo Gon
1
Kock, Florian
1
Li, Shanshi
1
Liu, Xing
1
Lu, Fang-Chi
1
Majeed, Salman
1
Mengüç, Bülent
1
Nimri, Rawan
1
Rohani, Mina
1
Roth, Yefim
1
Rovai, Serena
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Roy, Vivek
1
Salvietti, Giada
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Sinha, Jayati
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Srivastava, Abhishek
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Van Dat Tran
1
Vijay, T. Sai
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Wan, Lisa C.
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Yeniaras, Volkan
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Journal of the Academy of Marketing Science
2
Cogent business & management
1
Journal of business research : JBR
1
Journal of consumer research : JCR ; an interdisciplinary journal
1
Journal of retailing and consumer services
1
Psychology & marketing
1
Qualitative market research : an international journal
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ECONIS (ZBW)
12
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1
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10
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12
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date (oldest first)
1
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
Saved in:
2
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 …
Persistent link: https://www.econbiz.de/10014534549
Saved in:
3
The attenuation effects of time and "sensemaking" surveys on customer revenge
Grégoire, Yany
;
Khamitov, Mansur
;
Carrillat, François A.
- In:
Journal of the Academy of Marketing Science
53
(
2025
)
1
,
pp. 172-196
Persistent link: https://www.econbiz.de/10015192994
Saved in:
4
Tourism service recovery : how minority employees influence majority consumer experiences
Li, Shanshi
;
Liu, Xing
;
Wan, Lisa C.
;
Abulizi, Aierpatejiang
-
2025
Persistent link: https://www.econbiz.de/10015338035
Saved in:
5
What is a cool restaurant? : understanding, measuring, and leveraging coolness for restaurants
Barbosa Escobar, Francisco
;
Kock, Florian
;
Assaf, A. Georges
-
2025
Persistent link: https://www.econbiz.de/10015337475
Saved in:
6
Conceptualizing the role of virtual service agents in
service
failure
recovery
: guiding insights
Majeed, Salman
;
Kim, Woo Gon
;
Nimri, Rawan
-
2024
Persistent link: https://www.econbiz.de/10015338144
Saved in:
7
Dynamics of user-generated content and
service
failure
recovery
: evidence from millennials
Ozuem, Wilson
;
Willis, Michelle
;
Ranfagni, Silvia
; …
- In:
Qualitative market research : an international journal
26
(
2023
)
5
,
pp. 600-631
Persistent link: https://www.econbiz.de/10014430702
Saved in:
8
The distinctive agenda of
service
failure
recovery
in e-tailing : criticality of logistical/non-logistical service failure typologies and e-tailing ethics
Roy, Vivek
;
Vijay, T. Sai
;
Srivastava, Abhishek
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-15
Persistent link: https://www.econbiz.de/10013209589
Saved in:
9
How culture moderates the effects of justice in service recovery
Chebat, Elise
;
Roth, Yefim
;
Chebat, Jean-Charles
- In:
Review of marketing science
18
(
2020
)
1
,
pp. 21-41
Persistent link: https://www.econbiz.de/10012298668
Saved in:
10
Ignored or rejected : retail exclusion effects on construal levels and consumer responses to compensation
Sinha, Jayati
;
Lu, Fang-Chi
- In:
Journal of consumer research : JCR ; an …
46
(
2019
)
4
,
pp. 791-807
Persistent link: https://www.econbiz.de/10012120646
Saved in:
1
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