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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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Effects of web site characteristics on customer loyalty in B2B e-commerce : evidence from Taiwan
Hsu, Li-chun; Wang, Kai-yu; Chih, Wen-hai - In: The service industries journal 33 (2013) 11, pp. 1026-1050
Persistent link: https://www.econbiz.de/10010126458
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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