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The nature and implications of consumers’ experiential framings of failure in high-risk service contexts

Zayer, Linda Tuncay; Otnes, Cele; Fischer, Eileen M. - In: Journal of service research : JSR 18 (2015) 3, pp. 303-317

Persistent link: https://www.econbiz.de/10011336507

Der Beitrag der Prospect Theory zur Beschreibung und Erklärung von Servicequalitätsurteilen und Kundenzufriedenheit im Kontext von Versicherungsentscheidungen

Gusenbauer, Birgit - 2012

Das Thema Kundenzufriedenheit nimmt bei Unternehmen eine immer wichtigere Rolle ein. Die Autorin konzentriert sich auf … die Versicherungsbranche und misst den Einfluss der Dienstleistungsqualität auf die Kundenzufriedenheit. Zur Messung von … Merkmalsebene wesentlich effizienter zur Kundenzufriedenheit führt. …

Persistent link: https://www.econbiz.de/10011932700

Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context

Rychalski, Aude; Hudson, Sarah - In: Journal of business research : JBR 71 (2017), pp. 84-91

Persistent link: https://www.econbiz.de/10011622501

Discount reference moderates customers' reactions to discount frames after online service failure

Sharifi, Seyed Shahin; Aghazadeh, Hashem - In: Journal of business research : JBR 69 (2016) 10, pp. 4074-4080

Persistent link: https://www.econbiz.de/10011553910

Der Beitrag der Prospect Theory zur Beschreibung und Erklärung von Servicequalitätsurteilen und Kundenzufriedenheit im Kontext von Versicherungsentscheidungen

Gusenbauer, Birgit - 2012

Persistent link: https://www.econbiz.de/10013436495

Proposed non-linear relation between satisfaction with government performance and co-production : an initial empirical test

Mok, Jue Young - In: Public management review 22 (2020) 3, pp. 432-451

Persistent link: https://www.econbiz.de/10012178932

Losses loom longer than gains : modeling the impact of service crises on perceived service quality over time

Gijsenberg, Maarten J.; Heerde, Harald J. van; Verhoef, … - In: Journal of marketing research : JMR 52 (2015) 5, pp. 642-656

Persistent link: https://www.econbiz.de/10011349867

Nonlinear reward gradient behavior in customer reward and loyalty programs : evidence from the restaurant industry

Ko, Woo Li; Song, Tae Ho - In: Journal of hospitality & tourism research : JHTR ; the … 49 (2025) 4, pp. 816-826

Persistent link: https://www.econbiz.de/10015421757

Under-Promising and Over-Delivering to Improve Patient Satisfaction at Emergency Departments : Evidence from a Field Experiment Providing Wait Information

Ansari, Sina; Debo, Laurens; Ibanez, Maria; Iravani, Seyed - 2022

Overcrowded Emergency Departments (EDs) across locations struggle to improve patient experience while dealing with long waits, which erodes medical and financial performance. We investigate whether and how managers could improve patient satisfaction by communicating waits to patients.We conduct...

Persistent link: https://www.econbiz.de/10014082334

An examination of relationship between cognitive biases and customer satisfaction : empirical evidence from Thailand

Homsud, Noppanon; Nopadol Rompho - In: Asia-Pacific journal of business administration 15 (2023) 5, pp. 815-831

Persistent link: https://www.econbiz.de/10014455570