Search Results - subject:"double deviation"

Online complaint handling practices: Company strategies and their effects upon post-complaint satisfaction

Schwab, Pierre-Nicolas - Centre Emile Bernheim, Solvay Brussels School of … - 2015

The present study aimed to examine (1) the nature of firms’ complaint-handling practices in an online double-deviation …

Persistent link: https://www.econbiz.de/10011165733

Online complaint handling practices : company strategies and their effects upon post-complaint satisfaction

Schwab, Pierre-Nicolas - 2015

Persistent link: https://www.econbiz.de/10010483421

Customer complaint behaviour (CCB) in the retail sector : why do customers voice their complaints on Facebook?

Mein, Xiang Ying; Bagaas, Ingrid K.; Relling, Erling K. L. - In: The international review of retail, distribution and … 29 (2019) 1, pp. 63-78

Persistent link: https://www.econbiz.de/10012208244

The role of regulation and financial compensation on trust recovery

Gasparotto, Lisiane Santos; Pacheco, Natália Araújo; … - In: Australasian marketing journal 26 (2018) 1, pp. 10-16

Persistent link: https://www.econbiz.de/10011880447

Double deviation investigation of perceived service recovery justice : a study on the Indonesian airline industry

Ellyawati, Jeanne - In: The journal of applied business research 33 (2017) 6, pp. 1263-1271

Persistent link: https://www.econbiz.de/10011785477

Trust recovery following a double deviation

Basso, Kenny; Santos, Cristiane Pizzutti dos - In: Journal of service research : JSR 19 (2016) 2, pp. 209-223

Persistent link: https://www.econbiz.de/10011485447

The positive effects of customers’ power on their behavioral responses after service failure

Sembada, Agung; Tsarenko, Yelena; Tojib, Dewi - In: Journal of service research : JSR 19 (2016) 3, pp. 337-351

Persistent link: https://www.econbiz.de/10011665459

A note on using excessive perks to restrain the hidden saving problem

Chien, YiLi; Song, Joon - In: Macroeconomic dynamics 18 (2014) 2, pp. 480-496

Persistent link: https://www.econbiz.de/10010356774

EXPLAINING SATISFACTION IN DOUBLE DEVIATION SCENARIOS: THE EFFECTS OF ANGER AND DISTRIBUTIVE JUSTICE

Casado, Ana B.; Mas, Francisco J.; Kasper, Hans - Instituto Valenciano de Investigaciones Económicas (IVIE) - 2006

‘double deviation’ effect. Surprisingly, these double deviation effects have received little attention in service marketing … judgments in double deviation contexts. To fill this gap, we develop and empirically test a model based on the existing service …. Results support the model and highlight the important role of specific recovery-related emotions in double deviation contexts …

Persistent link: https://www.econbiz.de/10005515873

Profiling service failure and customer online complaint motives in the case of single failure and double deviation

Poh Theng Loo; Huey Chern Boo; Khoo-Lattimore, Catheryn - In: Journal of hospitality marketing & management 22 (2013) 7/8, pp. 728-751

Persistent link: https://www.econbiz.de/10010241587