Narrow search
Showing 1 - 10 of 531
Cover Image
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
Cover Image
A novel framework for customer complaint management
Hsiao, Yu-Hsiang; Chen, Li-Fei; Choy, Yoon Leng; Su, … - In: The service industries journal 36 (2016) 13/14, pp. 675-698
Persistent link: https://www.econbiz.de/10011655409
Cover Image
The impacts of complaint efforts on customer satisfaction and loyalty
Cai, Ruiying; Chi, Christina Geng-Qing - In: The service industries journal 38 (2018) 15/16, pp. 1095-1115
Persistent link: https://www.econbiz.de/10011977443
Cover Image
Curvilinear relationship between customer engagement and responses to service failures
Park, Yun-na; Gong, Taeshik - In: The service industries journal 45 (2025) 1, pp. 54-80
Persistent link: https://www.econbiz.de/10015194247
Cover Image
Quality function deployment in failure recovery and prevention
Chen, Hsi-Tien - In: The service industries journal 36 (2016) 13/14, pp. 615-637
Persistent link: https://www.econbiz.de/10011655406
Cover Image
The relationship between Internet addiction and negative eWOM
Israeli, Aviad A.; Lee, Seonjeong; Karpinski, Aryn C. - In: The service industries journal 39 (2019) 13/14, pp. 943-965
Persistent link: https://www.econbiz.de/10012205909
Cover Image
How do consumer-to-consumer interactions affect bystanders on corporate social media (CSM)? : (in)civility in advocates' responses and complainant-bystander psychological distance
Huang, Ran; Ha, Sejin - In: The service industries journal 44 (2024) 11/12, pp. 789-812
Persistent link: https://www.econbiz.de/10015050128
Cover Image
To wait or not to wait : effect of apologies and explanations on customer call abandonment
Wu, Jintao; Wu, Tong; Zhang, Hongbin; Schlegelmilch, Bodo B. - In: The service industries journal 44 (2024) 11/12, pp. 851-872
Persistent link: https://www.econbiz.de/10015050134
Cover Image
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
Cover Image
New perspective on customer orientation of service employees : a conceptual framework
Morales, Javier; Ruiz-Alba, José L. - In: The service industries journal 39 (2019) 13/14, pp. 966-982
Persistent link: https://www.econbiz.de/10012205913