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Recovering service failure through resource integration
Xu, Yingzi; Tronvoll, Bård; Edvardsson, Bo - In: The service industries journal 34 (2014) 16, pp. 1253-1271
Persistent link: https://www.econbiz.de/10010492121
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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
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Effects of customer loyalty on customer entitlement and voiced complaints
Li, Xiaofei; Ma, Baolong; Zhou, Chen - In: The service industries journal 37 (2017) 13/14, pp. 858-874
Persistent link: https://www.econbiz.de/10011847982
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Customer e-complaining behaviours using social media
Balaji, M. S.; Jha, Subhash; Stafford, Marla Royne - In: The service industries journal 35 (2015) 11/12, pp. 633-654
Persistent link: https://www.econbiz.de/10011401814
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Perceived power inbalance and customer dissatisfaction
Lee, Jungki - In: The service industries journal 30 (2010) 7/8, pp. 1113-1137
Persistent link: https://www.econbiz.de/10003996106
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Exploration of lead factors affecting service recovery
Lin, Wen-bao - In: The service industries journal 29 (2009) 11/12, pp. 1529-1546
Persistent link: https://www.econbiz.de/10003928492
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Explaining consumer complaining behaviour in double deviation scenarios : the banking services
Casado-Díaz, Ana B.; Nicolau-Gonzálbez, Juan L. - In: The service industries journal 29 (2009) 11/12, pp. 1659-1668
Persistent link: https://www.econbiz.de/10003928652
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Service failures and recovery strategies of chain restaurants in Taiwan
Tsai, Chen-tsang Simon; Su, Ching-shu - In: The service industries journal 29 (2009) 11/12, pp. 1779-1796
Persistent link: https://www.econbiz.de/10003930745
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Service failure and recovery in using technology-based self-service : effects on user attributions and satisfaction
Dabholkar, Pratibha A.; Spaid, Brian I. - In: The service industries journal 32 (2012) 9, pp. 1415-1432
Persistent link: https://www.econbiz.de/10009579525
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Balancing the scales : recovering from service failures depends on the psychological distance of consumers
Lii, Yuan-shuh; Pant, Anurag; Lee, Monle - In: The service industries journal 32 (2012) 11, pp. 1775-1790
Persistent link: https://www.econbiz.de/10009581429