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What do customers expect of travel agent-customer interactions? : measuring and improving customer experience in interactions with travel agents

Wu, Yu-Chi; Lee, Hsiang-Ming; Liao, Pin-Ru - In: Journal of travel and tourism marketing 35 (2018) 8, pp. 1000-1012

Persistent link: https://www.econbiz.de/10011941816

Does active service intervention drive more complaints on social media? : the roles of service quality and awareness

Sun, Shujing; Gao, Yang; Rui, Huaxia - In: Journal of management information systems : JMIS 38 (2021) 3, pp. 579-611

Persistent link: https://www.econbiz.de/10012804160

The impact of service robots on customer satisfaction online ratings : the moderating effects of rapport and contextual review factors

Borghi, Matteo; Mariani, Marcello M.; Vega, Rodrigo P.; … - In: Psychology & marketing 40 (2023) 11, pp. 2355-2369

Persistent link: https://www.econbiz.de/10014432406

Impact of after-sales service on consumer behavioural intentions

Aslam, Wajeeha; Farhat, Kashif - In: International journal of business and systems research … 14 (2020) 1, pp. 44-55

Persistent link: https://www.econbiz.de/10012168722

Investigating after-sales service, customer satisfaction and word-of-mouth nexus : evidence from a branded car dealership

Sikombe, Shem - In: International journal of business forecasting and … 10 (2025) 2, pp. 199-213

Persistent link: https://www.econbiz.de/10015375506

Gauging customers' negative disconfirmation in online post-purchase behaviour : the moderating role of service recovery

Muhammad Mazhar; Ding Hooi Ting; Abbasi, Amir Zaib; … - In: Cogent business & management 9 (2022) 1, pp. 1-23

Negative disconfirmation will usually lead to switching behaviour and attenuate customers' repurchase intentions, a behaviour that will undercut businesses' profitability. Limited research discussed post-purchase behaviour, in general, and how to retain aggrieved customers during the online...

Persistent link: https://www.econbiz.de/10014429619

Punitive switching costs and behavioral responses in the context of contractual services

Chuang, Yi-Fei; Dinh, Cong-Minh; Lu, Wei-Min - In: Management research review 46 (2023) 11, pp. 1559-1584

Persistent link: https://www.econbiz.de/10014430793

Examining the impact of service robot communication styles on customer intimacy following service failure

Park, Junsung; Yoo, Joon Woo; Cho, Youngju; Park, Heejun - In: Journal of retailing and consumer services 75 (2023), pp. 1-9

Persistent link: https://www.econbiz.de/10014372639

The influence of social regard on the customer–service firm relationship : the moderating role of length of relationship

Sabiote, Estela Fernández; Román, Sergio - In: Journal of business and psychology 24 (2009) 4, pp. 441-453

Persistent link: https://www.econbiz.de/10003934766

An experimental investigation of regulatory orientation and post-choice regret in online product selection

Church, E. Mitchell; Iyer, Lakshmi S. - In: Journal of electronic commerce research : JECR 13 (2012) 4, pp. 289-304

Persistent link: https://www.econbiz.de/10009728090