Search Results - subject:"complaint-handling"

Successful complaint handling on social media predicts increased repurchase intention : the roles of trust in company and propensity to trust

Istanbulluoglu, Doga; Sakman, Ezgi - In: European management journal 42 (2024) 1, pp. 11-22

Persistent link: https://www.econbiz.de/10015052237

Justice and trustworthiness factors affecting customer loyalty with mediating role of satisfaction with complaint handling: Zalo OTT Vietnamese customer case

Quang, Nguyen Ngoc; Thuy, Dao Cam - In: Cogent Business & Management 10 (2023) 2, pp. 1-15

manipulating justice, trustworthiness and satisfaction with complaint-handling factors. …The main objective of this research is to expand the satisfaction with complaint handling theory to the OTT (Over The … role of satisfaction complaint handling. A quantitative online survey was conducted based on a questionnaire of 520 …

Persistent link: https://www.econbiz.de/10014527641

Justice and trustworthiness factors affecting customer loyalty with mediating role of satisfaction with complaint handling : Zalo OTT Vietnamese customer case

Nguyen Ngoc Quang; Dao Cam Thuy - In: Cogent business & management 10 (2023) 2, pp. 1-15

Persistent link: https://www.econbiz.de/10014504902

Chatbots in complaint handling : the moderating role of humor

Park, Jae Eun; Fan, Alei; Wu, Luorong - In: International journal of contemporary hospitality management 37 (2025) 3, pp. 805-824

Persistent link: https://www.econbiz.de/10015210279

Cultivating value creation

Davidow, Moshe - In: Journal of creating value 8 (2022) 1, pp. 58-70

Persistent link: https://www.econbiz.de/10014580999

Complaint management : comparison between traditional and digital banks and the benefits of using management systems for improvement

Pio, Pedro G. C.; Sigahi, Tiago; Rampasso, Izabela Simon; … - In: The international journal of productivity and … 73 (2024) 4, pp. 1050-1070

Persistent link: https://www.econbiz.de/10014512361

Service failure handling and resilience amongst airlines in Nigeria

Awa, Hart Okorie; Nwobu, Chigbo A.; Igwe, Sunny R. - In: Cogent Business & Management 8 (2021) 1, pp. 1-22

Organizations build competitive advantage via managing, and learning from, service failure cases. Proficient complaint … handling depends on the operator's strategic position to timely anticipate and respond to customer dynamics in terms of what …

Persistent link: https://www.econbiz.de/10014001680

Service recovery process : the effects of distributive and informational justice on satisfaction over complaint handling

Badawi, Badawi; Hartati, Wiwi; Muslichah, Istyakara - In: Journal of Asian finance, economics and business : JAFEB 8 (2021) 1, pp. 375-383

Persistent link: https://www.econbiz.de/10012692343

Service failure handling and resilience amongst airlines in Nigeria

Awa, Hart Okorie; Nwobu, Chigbo A.; Igwe, Sunny R. - In: Cogent business & management 8 (2021) 1, pp. 1-22

Organizations build competitive advantage via managing, and learning from, service failure cases. Proficient complaint … handling depends on the operator’s strategic position to timely anticipate and respond to customer dynamics in terms of what …

Persistent link: https://www.econbiz.de/10012663781

The impact of employee empathy on brand trust in organizational complaint response emails : a closer look at linguistic realization

Van Herck, Rebecca; Decock, Sofie; De Clerck, Bernard; … - In: International journal of business communication : IJBC … 60 (2023) 4, pp. 1220-1266

Persistent link: https://www.econbiz.de/10014365724