Search Results - subject:"Service recovery"

Service recovery system and service recovery in retail banks: a multilevel analysis

Rao, Abhishek S.; P, Yogesh Pai; Kamath, Pallavi R; … - In: Cogent Business & Management 11 (2024) 1, pp. 1-20

analysis. Consequently, prior research has ignored service recovery performance and customer loyalty nested within the branch …-level studies of retail banks. However, this multilevel analysis examined how the service recovery system influences customer … approach to understand the macro- and micro-level dynamics of service recovery in retail banking. These findings emphasize the …

Persistent link: https://www.econbiz.de/10015457173

Service recovery system and service recovery in retail banks : a multilevel analysis

Abhishek S. Rao K. P.; P., Yogesh Pai; Kamath, Pallavi R.; … - In: Cogent business & management 11 (2024) 1, pp. 1-20

Persistent link: https://www.econbiz.de/10015426994

Implementing multi-attribute utility theory in service recovery : an operational management perspective on online retailing

Song, Yan; Xiu, Yifan; Wang, Jingyuan - In: Journal of retailing and consumer services 81 (2024), pp. 1-11

Persistent link: https://www.econbiz.de/10015116891

Recovering customer satisfaction after a chatbot service failure : the effect of gender

Rese, Alexandra; Witthohn, Lennart - In: Journal of retailing and consumer services 84 (2025), pp. 1-23

Persistent link: https://www.econbiz.de/10015441752

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

When "more" is not "enough" in restaurants : do the challenge demands and service recovery performance compel a negative influence of the service recovery system on customer justic...

Abhishek, S. Rao K.P.; Yogesh, Pai P.; Sethumadhavan, … - In: International journal of services and operations … 50 (2025) 2, pp. 170-196

Persistent link: https://www.econbiz.de/10015445165

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 nexus between green transformational leadership, employee behavior, and organizational support in the hospitality industry

Elshaer, Ibrahim A.; Azazz, Alaa M. S.; Semlali, Yahdih; … - In: Administrative Sciences 14 (2024) 6, pp. 1-22

This research paper explores the relationship between green transformational leadership (GTL), employee green behavior (EGB), and the mediating role of green organizational support (GOS) in fostering environmentally friendly practices within organizations. Drawing upon Resource-Based View Theory...

Persistent link: https://www.econbiz.de/10015424844

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 … recovery situation. Second, it is proposed that the three justice dimensions follow a defined sequence through the service … on the influence of the treatment received by other consumers on the consumer's perceived justice in the same service …

Persistent link: https://www.econbiz.de/10015454464

The nexus between green transformational leadership, employee behavior, and organizational support in the hospitality industry

Elshaer, Ibrahim A.; Azazz, Alaa M. S.; Semlali, Yahdih; … - In: Administrative Sciences : open access journal 14 (2024) 6, pp. 1-22

Persistent link: https://www.econbiz.de/10014566273