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Service quality
Consumer behaviour
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China
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Customer satisfaction
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Beschwerdemanagement
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Complaint management
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Dienstleistungsqualität
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Service failure
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Asia Pacific journal of marketing and logistics
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ECONIS (ZBW)
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Guarantee or inoculate? : ex ante messages against service failures
Ma, Ke
;
Sun, Weizheng
- In:
Asia Pacific journal of marketing and logistics
36
(
2024
)
11
,
pp. 3081-3098
Persistent link: https://www.econbiz.de/10015210864
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2
Is high recovery more effective than expected recovery in addressing service failure? : a moral judgment perspective
Chen, Tong
;
Ma, Ke
;
Bian, Xuemei
;
Zheng, Chundong
; …
- In:
Journal of business research : JBR
82
(
2018
),
pp. 1-9
Persistent link: https://www.econbiz.de/10011771721
Saved in:
3
How to make consumers tolerate robotic service failures
Zheng, Chundong
;
Liu, Shuqin
;
Zhao, Lingyu
;
Ma, Ke
; …
-
2025
Persistent link: https://www.econbiz.de/10015358900
Saved in:
4
The effect of inoculation messages on service recovery
Ma, Ke
;
Qian, Si
- In:
Marketing intelligence & planning
40
(
2022
)
6
,
pp. 710-723
Persistent link: https://www.econbiz.de/10013393518
Saved in:
5
Effects of human-robot interaction type on customer tolerance of humanoid robot service failure
Ma, Ke
;
Duan, Xiaojie
;
Fu, Xiaoye
;
Liu, Wengang
;
Zheng, …
- In:
Journal of hospitality marketing & management
34
(
2025
)
1
,
pp. 72-91
Persistent link: https://www.econbiz.de/10015189079
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