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Search: subject:"failure severity"
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Beschwerdemanagement
27
Complaint management
27
Customer satisfaction
27
Dienstleistungsqualität
27
Service quality
27
Kundenzufriedenheit
26
Consumer behaviour
20
Konsumentenverhalten
20
Beziehungsmarketing
18
Relationship marketing
18
Failure severity
13
Service failure severity
13
Customer service
8
Kundenservice
8
Gerechtigkeit
7
Justice
7
Service recovery
6
failure severity
6
Dienstleistungssektor
4
E-commerce
4
Electronic Commerce
4
Emotion
4
Service industry
4
service failure severity
4
service recovery
4
Airline
3
Consumer forgiveness
3
Fluggesellschaft
3
Gastronomie
3
Perceived justice
3
Restaurant industry
3
service failure
3
Agreeableness
2
Apology
2
Complaints
2
Confidence
2
Customer complaining behaviour
2
Customer forgiveness
2
Customer services quality
2
Cyberostracism
2
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Undetermined
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Free
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Article
37
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31
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research-article
5
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English
36
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Bambauer-Sachse, Silke
3
Andreau, Luisa
2
Campos, Pimenta, Marco Tulio
2
Chih, Wen-Hai
2
Hanks, Lydia
2
Khan, Muhammad Ishfaq
2
Mattila, Anna S.
2
Mesquita, José Marcos Carvalho de
2
Prashar, Sanjeev
2
Rabeson, Landisoa Eunorphie
2
Riaz, Zeeshan
2
Salagrama, Ramakrishna
2
Shin, Hyunju
2
Sreejesh, S.
2
Tata, Sai Vijay
2
Tojib, Dewi
2
Urdan, André Torres
2
Wang, Kai-Yu
2
Agu, Agu Godswill
1
Al Alawi, Alamir
1
Al-Romeedy, Bassam Samir
1
Anusree, M. R.
1
Balaji, M. S.
1
Chen, Hsi-Tien
1
Chen, Hsi-tien
1
Chen, Yinjiao
1
Ciptoheriyanto, Priyono
1
Dibb, Sally
1
E. Kim, Ellen
1
Elbaz, Ahmed Mohamed
1
Fang, Shujie
1
Fon Sim Ong
1
Furinto, Asnan
1
Halim, Rizal Edy
1
Honora, Andreawan
1
Hsu, Li-Chun
1
Hyun, Sunghyup Sean
1
Ishaq, Muhammad Ishtiaq
1
Jayawardhena, Chanaka
1
Jung, Na Young
1
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Asia Pacific journal of marketing and logistics
2
Journal of retailing and consumer services
2
Journal of travel and tourism marketing
2
Asia Pacific Journal of Marketing and Logistics
1
European Journal of Marketing
1
European journal of marketing
1
International Journal of Retail & Distribution Management
1
International journal of bank marketing
1
International journal of business information systems : IJBIS
1
International journal of electronic marketing and retailing : IJEMR
1
International journal of emerging markets
1
International journal of hospitality management
1
International journal of retail & distribution management
1
Inventi impact: service sector
1
Journal of African business
1
Journal of Asian finance, economics and business : JAFEB
1
Journal of Management and Strategy
1
Journal of Services Marketing
1
Journal of business research : JBR
1
Journal of consumer marketing
1
Journal of consumer psychology : JCP : the official journal of the Society for Consumer Psychology
1
Journal of management and strategy : JMS
1
Journal of service research : JSR
1
Marketing intelligence & planning
1
Review of managerial science
1
Service business
1
Services marketing quarterly
1
The Cornell hospitality quarterly
1
The journal of services marketing
1
The service industries journal
1
Tourism Review
1
Tourism management : research, policies, practice
1
Tourism review
1
Tourism review : the official journal of the AIEST
1
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ECONIS (ZBW)
31
Other ZBW resources
5
RePEc
1
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11
Matching explanations with regulatory focus
Salagrama, Ramakrishna
;
Mattila, Anna S.
;
Prashar, Sanjeev
- In:
Marketing intelligence & planning
40
(
2022
)
8
,
pp. 958-972
Persistent link: https://www.econbiz.de/10013393617
Saved in:
12
Why service recovery fails? : examining the roles of restaurant type and
failure
severity
in double deviation with justice theory
Zou, Suiwen
;
Migacz, Steven J.
- In:
The Cornell hospitality quarterly
63
(
2022
)
2
,
pp. 169-181
Persistent link: https://www.econbiz.de/10013256787
Saved in:
13
The relative impact of advertising and referral reward programs on the post-consumption evaluations in the context of service failure
Kuang, Di
;
Ma, Baolong
;
Wang, Hong
- In:
Journal of retailing and consumer services
65
(
2022
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013169658
Saved in:
14
Can beauty save service failures? : the role of recovery employees' physical attractiveness in the tourism industry
Li, Yaoqi
;
Zhang, Chun
;
Fang, Shujie
- In:
Journal of business research : JBR
141
(
2022
),
pp. 100-110
Persistent link: https://www.econbiz.de/10013167959
Saved in:
15
Modeling revenge and avoidance in the mobile service industry : moderation role of technology anxiety
Hsu, Li-Chun
;
Wang, Kai-Yu
;
Chih, Wen-Hai
;
Lin, Wei-Ching
- In:
The service industries journal
41
(
2021
)
15/16
,
pp. 1029-1052
Persistent link: https://www.econbiz.de/10012695309
Saved in:
16
Managing customers' undesirable responses towards hospitality service brands during service failure : the moderating role of other customer perception
Sarkar, Abhigyan
;
Sarkar, Juhi Gahlot
;
Sreejesh, S.
- In:
International journal of hospitality management
94
(
2021
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012495095
Saved in:
17
Relationship between customer loyalty and service failure, service recovery and switching costs in online retailing
Kamble, Aakash Ashok
;
Walvekar, Shubhangi
- In:
International journal of business information systems : …
32
(
2019
)
1
,
pp. 56-72
Persistent link: https://www.econbiz.de/10012154594
Saved in:
18
Informational justice and post-recovery satisfaction in e-commerce : the role of service
failure
severity
on behavioral intentions
Kussusanti, Susanti
;
Ciptoheriyanto, Priyono
;
Halim, …
- In:
Journal of Asian finance, economics and business : JAFEB
6
(
2019
)
1
,
pp. 129-139
Persistent link: https://www.econbiz.de/10012033706
Saved in:
19
Examining the trade-off between compensation and promptness in eWOM-triggered service recovery : a restorative justice perspective
Liu, Hongfei
;
Jayawardhena, Chanaka
;
Dibb, Sally
; …
- In:
Tourism management : research, policies, practice
75
(
2019
),
pp. 381-392
Persistent link: https://www.econbiz.de/10012063617
Saved in:
20
Customer attributions of service failure and its impact on commitment in the airline industry : an emerging market perspective
Matikiti, Rosemary
;
Roberts-Lombard, Mornay
; …
- In:
Journal of travel and tourism marketing
36
(
2019
)
4
,
pp. 403-414
Persistent link: https://www.econbiz.de/10012179413
Saved in:
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