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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
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service failure
3
Agreeableness
2
Apology
2
Complaints
2
Confidence
2
Customer complaining behaviour
2
Customer forgiveness
2
Customer services quality
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Cyberostracism
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Article
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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
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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
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ECONIS (ZBW)
31
Other ZBW resources
5
RePEc
1
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1
Mind the voice! : the effect of service robot voice vividness on service failure tolerance
Chen, Yinjiao
;
Yang, Qiang
- In:
Journal of travel and tourism marketing
42
(
2025
)
1
,
pp. 1-19
Persistent link: https://www.econbiz.de/10015183117
Saved in:
2
The role of customer forgiveness and perceived justice in restoring relationships with customers
Honora, Andreawan
;
Wang, Kai-Yu
;
Chih, Wen-Hai
- In:
Service business
18
(
2024
)
3/4
,
pp. 363-393
Persistent link: https://www.econbiz.de/10015178560
Saved in:
3
Relationship outcomes following a service failure : the role of agent likability
Radu, Alexandru
;
Quach, Sara
;
Thaichon, Park
; …
- In:
Asia Pacific journal of marketing and logistics
35
(
2023
)
2
,
pp. 364-379
Persistent link: https://www.econbiz.de/10013553058
Saved in:
4
Customer responses to airline companies' service failure and recovery strategies : the moderating role of service failure habit
Elbaz, Ahmed Mohamed
;
Soliman, Mohammad
;
Al Alawi, Alamir
; …
- In:
Tourism review
78
(
2023
)
1
,
pp. 1-17
Persistent link: https://www.econbiz.de/10014235249
Saved in:
5
Measuring the intention-behavior gap in service failure and recovery : the moderating roles of
failure
severity
and service recovery satisfaction
Mesquita, José Marcos Carvalho de
;
Shin, Hyunju
; …
- In:
European journal of marketing
57
(
2023
)
7
,
pp. 1826-1853
Persistent link: https://www.econbiz.de/10014342175
Saved in:
6
Examining the influence of forgiveness and its antecedents on consumer behavior : the moderating role of service
failure
severity
Salagrama, Ramakrishna
;
Prashar, Sanjeev
;
Tata, Sai Vijay
- In:
International journal of emerging markets
18
(
2023
)
10
,
pp. 3973-3994
Persistent link: https://www.econbiz.de/10014455163
Saved in:
7
Impact of
failure
severity
levels on satisfaction and behavior : from the perspectives of justice theory and regulatory focus theory
Sidhu, Sarabjit Kaur
;
Fon Sim Ong
;
Balaji, M. S.
- In:
Journal of consumer marketing
40
(
2023
)
4
,
pp. 535-547
Persistent link: https://www.econbiz.de/10014276019
Saved in:
8
Recovery strategies of a micro restaurant in Nigeria : implications on customer satisfaction and loyalty
Agu, Agu Godswill
- In:
Journal of African business
24
(
2023
)
3
,
pp. 363-383
Persistent link: https://www.econbiz.de/10014320497
Saved in:
9
The role of customer complaint management on switching intention and customer exit in fitness centers
Campos, Pimenta, Marco Tulio
;
Mesquita, José Marcos …
- In:
Services marketing quarterly
44
(
2023
)
1
,
pp. 51-72
Persistent link: https://www.econbiz.de/10013546191
Saved in:
10
Trust recovery tactics in financial services : the moderating role of service
failure
severity
Raza, Ali
;
Tsiotsou, Rodoula
;
Sarfraz, Muhammad
;
Ishaq, …
- In:
International journal of bank marketing
41
(
2023
)
7
,
pp. 1611-1639
Persistent link: https://www.econbiz.de/10014470723
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