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Retaining customers after service failure recoveries : a contingency model
Wang, Kai-yu; Hsu, Li-chun; Chih, Wen-hai - In: Managing service quality : MSQ ; an international journal 24 (2014) 4, pp. 318-338
Persistent link: https://www.econbiz.de/10010389695
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From disconfirmation to switching : an empirical investigation of switching intentions after service failure and recovery
Chih, Wen-hai; Wang, Kai-yu; Hsu, Li-chun; Cheng, I-shin - In: The service industries journal 32 (2012) 8, pp. 1305-1321
Persistent link: https://www.econbiz.de/10009553148
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Strategies to offset dissatisfactory product performance : the role of post-purchase marketing
Wang, Kai-yu; Liang, Minli; Peracchio, Laura A. - In: Journal of business research : JBR 64 (2011) 8, pp. 809-815
Persistent link: https://www.econbiz.de/10009229006
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Modeling revenge and avoidance in the mobile service industry : moderation role of technology anxiety
Hsu, Li-Chun; Wang, Kai-Yu; Chih, Wen-Hai; Lin, Wei-Ching - In: The service industries journal 41 (2021) 15/16, pp. 1029-1052
Persistent link: https://www.econbiz.de/10012695309
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The role of customer forgiveness and perceived justice in restoring relationships with customers
Honora, Andreawan; Wang, Kai-Yu; Chih, Wen-Hai - In: Service business 18 (2024) 3/4, pp. 363-393
Persistent link: https://www.econbiz.de/10015178560
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Managing social media recovery : the important role of service recovery transparency in retaining customers
Honora, Andreawan; Chih, Wen-Hai; Wang, Kai-Yu - In: Journal of retailing and consumer services 64 (2022), pp. 1-11
Persistent link: https://www.econbiz.de/10013209548