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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

Service Failure and Complaining Behavior in Indian Banking Industry : A Factor Analytic Study

Malik, Garima - 2013

handing errors, costly services, task complexity, technological errors and organizational factors. Service failures dimensions … can be used by the banks in India to improve their service process and delivery. The study found a specific pattern of …

Persistent link: https://www.econbiz.de/10013076215

Customer satisfaction index as a performance evaluation metric : a study on Indian e-banking industry

Rajendran, Ragu Prasadh; Suresh, Jayshree - In: International journal of business 22 (2017) 3, pp. 251-274

Persistent link: https://www.econbiz.de/10011747417

Exploring relationship among customer dissatisfaction, complaints, and loyalty in the virtualized environment : roles of advanced services

Cho, Yoon C. - In: International business and economics research journal 12 (2013) 11, pp. 1343-1360

Persistent link: https://www.econbiz.de/10010233767

Planning and implementing effective service guarantee programs

Berman, Barry; Mathur, Anil - In: Business horizons 57 (2014) 1, pp. 107-116

Persistent link: https://www.econbiz.de/10010243454

The effects of customer dissatisfaction on switching behavior in the service sector

Cho, Yoon C.; Song, Juyeon - In: Journal of business & economics research 10 (2012) 10, pp. 579-591

Persistent link: https://www.econbiz.de/10009659212

Customer dissatisfaction responses to restaurant service failures : insights into noncomplainers from a relational perspective

Ro, Heejung - In: Journal of hospitality marketing & management 24 (2015) 3/4, pp. 435-456

Persistent link: https://www.econbiz.de/10011292830

Silent voices : nonbehavioral reactions to service failures

Ro, Heejung; Mattila, Anna S. - In: Services marketing quarterly 36 (2015) 2, pp. 95-111

Persistent link: https://www.econbiz.de/10011290006

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

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