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Customer comfort during service robot interactions

Becker, Marc; Mahr, Dominik; Odekerken-Schröder, Gaby - In: Service business 17 (2023) 1, pp. 137-165

Persistent link: https://www.econbiz.de/10014282882

Consumer forgiveness : a literature review and research agenda

Yoruk, Irem; Hsu, Jen-Hsien; Lee, Zach W. Y. - In: Psychology & marketing 42 (2025) 2, pp. 554-578

Persistent link: https://www.econbiz.de/10015373140

Service failure and negative Word-of-Mouth in Chinese retail banking : a moderated-mediation approach

Zhao, Cong; Noman, Abu Hanifa Md.; Abedin, Mohammad Zoynul - In: International journal of bank marketing 43 (2025) 1, pp. 82-105

Persistent link: https://www.econbiz.de/10015202508

Comparing human and synthetic data in service research : using augmented language models to study service failures and recoveries

Bickley, Steven J.; Chan, Ho Fai; Dao, Bang; Torgler, Benno - In: The journal of services marketing 39 (2025) 1, pp. 36-52

Persistent link: https://www.econbiz.de/10015207232

Revisiting power messaging in service failures : pitfalls and proposed solutions

Antonetti, Paolo; Crisafulli, Benedetta - In: Psychology & marketing 39 (2022) 11, pp. 2072-2095

Persistent link: https://www.econbiz.de/10013465145

Consumers' complaints : causal attribution and moral emotions in service failures

Neves, Lude Marieta Gonçalves dos Santos; Iglesias, Fabio - In: Consumer behavior review : CBR 6 (2022) 1, pp. 1-12

Persistent link: https://www.econbiz.de/10012886158

Untouchable them : the effect of chatbot gender on angry customers

Liang, Shichang; Li, Rulan; Lan, Bin; Chu, Yuxuan; … - In: Journal of research in interactive marketing : … 18 (2024) 6, pp. 1099-1135

Persistent link: https://www.econbiz.de/10015324456

The blame shift : robot service failures hold service firms more accountable

Ryoo, Yuhosua; Jeon, Yongwoog; Kim, WooJin - In: Journal of business research : JBR 171 (2024), pp. 1-14

Persistent link: https://www.econbiz.de/10014535999

Untouchable them: the effect of chatbot gender on angry customers

Liang, Shichang; Li, Rulan; Lan, Bin; Chu, Yuxuan; … - In: Journal of Research in Interactive Marketing 18 (2024) 6, pp. 1099-1135

customers in the context of service failures. It provides a strategy for companies to deploy chatbots effectively in customer … focusing on angry customers following service failures. …

Persistent link: https://www.econbiz.de/10015352443

Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage : critical roles of service recovery behaviors

Wang, I-An; Chen, Pei-Chi; Chi, Nai-Wen - In: Journal of business research : JBR 154 (2023), pp. 1-17

Persistent link: https://www.econbiz.de/10013468630

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