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Measuring the intention-behavior gap in service failure and recovery : the moderating roles of failure severity and service recovery satisfaction
Mesquita, José Marcos Carvalho de; Shin, Hyunju; … - In: European journal of marketing 57 (2023) 7, pp. 1826-1853
Persistent link: https://www.econbiz.de/10014342175
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The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Casidy, Riza; Shin, Hyunju - In: Journal of retailing and consumer services 27 (2015), pp. 103-112
Persistent link: https://www.econbiz.de/10011388094
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Employing proactive interaction for service failure prevention to improve customer service experiences
Shin, Hyunju; Ellinger, Alexander E.; Mothersbaugh, David L. - In: Journal of service theory and practice : JSTP 27 (2017) 1, pp. 164-186
Persistent link: https://www.econbiz.de/10011602742
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Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju; Casidy, Riza; Mattila, Anna S. - In: Services marketing quarterly 39 (2018) 1, pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
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The role of customer complaint management on switching intention and customer exit in fitness centers
Campos, Pimenta, Marco Tulio; Mesquita, José Marcos … - In: Services marketing quarterly 44 (2023) 1, pp. 51-72
Persistent link: https://www.econbiz.de/10013546191