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Gauging customers' negative disconfirmation in online post-purchase behaviour : the moderating role of service recovery

Muhammad Mazhar; Ding Hooi Ting; Abbasi, Amir Zaib; … - In: Cogent business & management 9 (2022) 1, pp. 1-23

Negative disconfirmation will usually lead to switching behaviour and attenuate customers' repurchase intentions, a behaviour that will undercut businesses' profitability. Limited research discussed post-purchase behaviour, in general, and how to retain aggrieved customers during the online...

Persistent link: https://www.econbiz.de/10014429619

Perceived service recovery justice and customer re-patronage intentions : sequential mediation

Muhammad Asghar Ali; Ding Hooi Ting; Ahmad-ur-Rehman, … - In: Cogent business & management 8 (2021) 1, pp. 1-21

The aims of this time-lagged study are twofold, first to identify the effect of perceived justice (as a second-order construct) on recovery satisfaction and customer affection; secondly, to investigate the effect of customer affection and recovery satisfaction on customer’s re-patronage...

Persistent link: https://www.econbiz.de/10012649549

The importance of social comparison in perceived justice during the service recovery process

Aguilar-Rojas, Óscar; Fandos-Herrera, Carmina; … - In: European journal of management and business economics : … 33 (2024) 4, pp. 488-504

Purpose This study aims to analyse how consumers' perceptions of justice in a service recovery scenario vary, not only due to the company's actions but also due to the comparisons they make with the experiences of other consumers. Design/methodology/approach Based on justice theory, social...

Persistent link: https://www.econbiz.de/10015130650

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

Top) application by examining the perceptions of justice and trustworthiness factors affecting customer loyalty mediating … and trustworthiness factors on customer loyalty. However, customer trustworthiness has the strongest direct impact on … manipulating justice, trustworthiness and satisfaction with complaint-handling factors. …

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

Service failure recovery on customer recovery satisfaction and attitude loyalty for airline industry : the moderating effect of brand authenticity

Van Dat Tran - In: Cogent business & management 11 (2024) 1, pp. 1-15

The study aims to investigate the relationship between service failure recovery, customer recovery satisfaction, and attitude loyalty for airline industry. The author propose an experimentally determined model of service recovery based on the function of brand authenticity as a moderator in this...

Persistent link: https://www.econbiz.de/10014534549

Service recovery efforts' influence on consumers' desire to reciprocate and forgiveness : the mediating role of perceived justice

Umar, Rana Muhammad - In: South Asian journal of marketing 4 (2023) 1, pp. 74-91

Purpose - This paper investigated the impact of firms’ service recovery efforts on consumers’ desire to reciprocate and forgiveness in the hospitality industry of Pakistan. Additionally, this study examined the mediating role of perceived justice between service recovery efforts and their...

Persistent link: https://www.econbiz.de/10014285436

An experimental study of how missing employee empathy in failed service interactions affects empathetic customers' ewom-giving behaviour

Abend, Neele Inken; Juan Vigaray, María D. de; … - In: Administrative Sciences : open access journal 13 (2023) 5, pp. 1-19

Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...

Persistent link: https://www.econbiz.de/10014318720

Proactive service recovery performance in emerging (vs. developed) market-based firms : the role of clients’ cultural orientation

Bakhsh, Naghmeh Nik; Hollebeek, Linda D.; … - In: Organizations and markets in emerging economies 14 (2023) 2, pp. 260-285

Though service recovery plays a key role in industrial clients' post-recovery supplier evaluations, the impact of customers' cultural orientation on the effectiveness of supplier-instigated proactive recovery (i.e., a supplier's recovery efforts before clients notice/complain) remains tenuous,...

Persistent link: https://www.econbiz.de/10014534780

Analysing customer loyalty, customer satisfaction and service quality at dlf mall of india

Sao, Ameet; Kumar, Amit; Bapat, Gautam; Khan, Mohd Suhail; … - In: Marketing i menedžment innovacij : m&mi 14 (2023) 1, pp. 146-157

Persistent link: https://www.econbiz.de/10014282096

Analysis of perceived determinants in customer service quality : focused on automotive air conditioning service centers

Khonglumtan, Tara; Srisattayakul, Parinya - In: Global business and finance review 28 (2023) 3, pp. 102-116

quality. Ordinal logistic regression was used to conduct a statistical analysis for a Likert scale question, and it was …

Persistent link: https://www.econbiz.de/10014304633