Search Results - subject:"failure severity"

Determining adequate tangible compensation in service recovery processes for developed and developing countries : the role of severity and responsibility

Bambauer-Sachse, Silke; Rabeson, Landisoa - In: Journal of retailing and consumer services 22 (2015), pp. 117-127

Persistent link: https://www.econbiz.de/10010468490

Service recovery for moderate and high involvement services

Bambauer-Sachse, Silke; Rabeson, Landisoa Eunorphie - In: The journal of services marketing 29 (2015) 5, pp. 331-343

Persistent link: https://www.econbiz.de/10011387765

An empirical study of the role of failure severity in service recovery evaluation in the context of the airline industry

Nikbin, Davoud; Hyun, Sunghyup Sean - In: Review of managerial science 9 (2015) 4, pp. 731-749

Persistent link: https://www.econbiz.de/10011346095

The role of meta-perceptions in customer complaining behavior

Tojib, Dewi; Khajehzadeh, Saman - In: European Journal of Marketing 48 (2014) 7/8, pp. 1536-1556

scenario-based experiment, we tested the interaction effect of service failure attribution and the perceived service failure … severity on meta-perceptions and direct complaint intention. Findings – After experiencing service failure, customers amplify …

Persistent link: https://www.econbiz.de/10014724468

Applying fuzzy multiple criteria decision-making method and service failure index to evaluate restaurants' performance

Chen, Hsi-tien - In: Journal of management and strategy : JMS 5 (2014) 4, pp. 14-25

Persistent link: https://www.econbiz.de/10010440667

The impact of cyberostracism on online complaint handling : Is “automatic reply” any better than “no reply”?

S. Mattila, Anna; Andreau, Luisa; Hanks, Lydia; E. Kim, … - In: International Journal of Retail & Distribution Management 41 (2013) 1, pp. 45-60

moderated by failure severity was partially supported. Practical implications – These findings should alert retailers to the …

Persistent link: https://www.econbiz.de/10014803609

The impact of cyberostracism on online complaint handling : is "automatic reply" any better than "no reply"?

Mattila, Anna S.; Andreau, Luisa; Hanks, Lydia; Kim, … - In: International journal of retail & distribution management 41 (2013) 1, pp. 45-60

Persistent link: https://www.econbiz.de/10009711832