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Listen to their heart : why does active listening enhance customer satisfaction after a service failure?
Min, Kyeong Sam; Jung, Jae Min; Ryu, Kisang - In: International journal of hospitality management 96 (2021), pp. 1-10
Persistent link: https://www.econbiz.de/10012585697
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Timing of apology after service failure : the moderating role of future interaction expectation on customer satisfaction
Min, Kyeong Sam; Jung, Jae Min; Ryu, Kisang; Haugtvedt, … - In: Marketing letters : a journal of research in marketing 31 (2020) 2/3, pp. 217-230
Persistent link: https://www.econbiz.de/10012301456
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Would you forgive me? : from perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
Ali, Faizan; El-Manstrly, Dahlia; Ghazanfar Ali Abbasi - In: Journal of business research : JBR 166 (2023), pp. 1-15
Persistent link: https://www.econbiz.de/10014368203
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Severe service failures and online vindictive word of mouth : the effect of coping strategies
El-Manstrly, Dahlia; Ali, Faizan; Line, Nathaniel D. - In: International journal of hospitality management 95 (2021), pp. 1-8
Persistent link: https://www.econbiz.de/10012547720
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Unveiling the mediating mechanisms : service recovery and customer advocacy between app attachment and customers' responses
Aureliano-Silva, Leonardo; Fu, Xiaoxiao; Cobanoglu, Cihan; … - In: Journal of hospitality and tourism insights 8 (2025) 1, pp. 1-19
Persistent link: https://www.econbiz.de/10015271282
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Generation Y's positive and negative eWOM : use of social media and mobile technology
Zhang, Tingting (Christina); Omran, Behzad Abound; … - In: International journal of contemporary hospitality management 29 (2017) 2, pp. 732-761
Persistent link: https://www.econbiz.de/10011687713
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Airline service : low-cost-carriers (LCCs) failure and passenger emotional experience
Herjanto, Halimin; Amin, Muslim; Okumus, Fevzi; … - In: Tourism review 77 (2022) 3, pp. 945-963
Persistent link: https://www.econbiz.de/10013368792