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Service quality and customers'...
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1
The long-term impact of service failure and recovery
Norvell, Tim
;
Kumar, Piyush
;
Dass, Mayukh
- In:
Cornell hospitality quarterly : CQ
59
(
2018
)
4
,
pp. 376-389
Persistent link: https://www.econbiz.de/10011943078
Saved in:
2
Matching service failures and recovery options toward satisfaction
Cantor, Victor John M.
;
Li, Richard C.
- In:
The service industries journal
39
(
2019
)
13/14
,
pp. 901-924
Persistent link: https://www.econbiz.de/10012205901
Saved in:
3
Measuring service quality in Indian automobile aftersales : AutoIND scale
Singh, Munish Pal
;
Sharma, Satyendra Kumar
;
Chanda, Udayan
- In:
International journal of process management and …
13
(
2023
)
3
,
pp. 401-422
Persistent link: https://www.econbiz.de/10014314006
Saved in:
4
Service failure management system : evidence from the Indian hospitality industry
Vikash
;
Kaushik, Neeraj
- In:
International journal of services and operations …
48
(
2024
)
3
,
pp. 395-408
Persistent link: https://www.econbiz.de/10015066785
Saved in:
5
How does culture impact customer evaluation in online complaining? : evidence from Germany and
India
Sengupta, Sanchayan
- In:
Journal of global information management : an official …
28
(
2020
)
2
,
pp. 131-159
Persistent link: https://www.econbiz.de/10012304208
Saved in:
6
The effects of service recovery on customer satisfaction and customer loyalty in banks
Maamari, Bassem E.
;
Wasfi, Hummam S. A.
- In:
International journal of technology marketing : IJTMkt
14
(
2020
)
4
,
pp. 403-424
Persistent link: https://www.econbiz.de/10012534250
Saved in:
7
The role of switching cost in the e-service recovery framework among banking customers
Jose, Ajay
;
Mathew, Sonia
;
Rejikumar G.
;
Chacko, Dony Peter
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 86-109
Persistent link: https://www.econbiz.de/10012884465
Saved in:
8
Pre-recovery emotions and satisfaction : a moderated mediation model of service recovery and reputation in the banking sector
Tektaş, Öznur Özkan
;
Basgoze, Pinar
- In:
European management journal
35
(
2017
)
3
,
pp. 388-395
Persistent link: https://www.econbiz.de/10011720587
Saved in:
9
Influence of social capital on customer's relationship satisfaction in the Pakistani banking industry
Muhammad, Lakhi
;
Mahadi, Batiah
;
Hussin, Nazimah
- In:
Asia Pacific journal of marketing and logistics
29
(
2017
)
5
,
pp. 1036-1054
Persistent link: https://www.econbiz.de/10011796573
Saved in:
10
The impact of the magnitude of service failure and complaint handling on satisfaction and brand credibility in the banking industry
Shams, Ghazal
;
Rehman, Mohsin Abdur
;
Sarminah Samad
; …
- In:
Journal of financial services marketing : JFSM
25
(
2020
)
1/2
,
pp. 25-34
Persistent link: https://www.econbiz.de/10012298251
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