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Perceived justice in service recovery and behavioral intentions : the role of relationship quality

Ha, Jooyeon; Jang, Soocheong (Shawn) - In: International journal of hospitality management 28 (2009) 3, pp. 319-327

Persistent link: https://www.econbiz.de/10003855714

Compensatory solution : can it save a company from a service failure?

Tran, Trang P.; Roswinanto, Widyarso; Yunus, Erlinda Nusron - In: Services marketing quarterly 37 (2016) 2, pp. 80-97

Persistent link: https://www.econbiz.de/10011486830

Overall customer satisfaction with banking services (mobile, online, ATM, and bank teller) : comparison between the U.S. and China

Simmers, Christina S.; Rast, Rebecca; Schaefer, Allen D.; … - In: Services marketing quarterly 43 (2022) 2, pp. 226-239

Persistent link: https://www.econbiz.de/10013178036

The role of tie strength on consumer dissatisfaction responses

Yang, Wan; Mattila, Anna S. - In: International journal of hospitality management 31 (2012) 2, pp. 399-404

Persistent link: https://www.econbiz.de/10009503304

Don't just fix it, make it better! : using frontline service employees to improve recovery performance

Heijden, Gielis A. H. van der; Schepers, Jeroen J. L.; … - In: Journal of the Academy of Marketing Science 41 (2013) 5, pp. 515-530

Persistent link: https://www.econbiz.de/10010126691

The contingent nature of service recovery system structures

Smith, Jeffery S.; Nagy, Paul F.; Karwan, Kirk R.; … - In: International journal of operations & production … 32 (2012) 7, pp. 877-903

Persistent link: https://www.econbiz.de/10009572734

The impact of pre-existing attitude and conflict management style on customer satisfaction with service recovery

Mazaheri, Ebrahim; Basil, Debra Z.; Yanamandram, Venkata; … - In: Journal of retailing and consumer services 18 (2011) 3, pp. 235-245

Persistent link: https://www.econbiz.de/10009158885

An examination of consumer advocacy and complaining behavior in the context of service failure

Chelminski, Piotr; Coulter, Robin A. - In: The journal of services marketing 25 (2011) 5, pp. 361-370

Persistent link: https://www.econbiz.de/10009272241

Service failures in online double deviation scenarios : justice theory approach

Lee, Eun Jung; Park, Jungkun - In: Managing service quality : MSQ ; an international journal 20 (2010) 1, pp. 46-69

Persistent link: https://www.econbiz.de/10003940606

Service quality, service recovery, and financial performance: An analysis of the US airline industry

Sim, Khim Ling; Song, Chang Joon; Killough, Larry N. - In: Advances in management accounting : Volume 18, (pp. 27-53). 2010

This study on the airline industry covers the period from 1990 to 2006 and finds that “complaints” is a leading indicator of future financial performance as measured by return on sales (ROS) one-quarter ahead. Results also indicate that this effect persists into longer-term future...

Persistent link: https://www.econbiz.de/10015380983