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81
Guest preferences for service recovery procedures : conjoint analysis
Lee, Seung Hyun
- In:
Journal of hospitality and tourism insights
1
(
2018
)
3
,
pp. 276-288
Persistent link: https://www.econbiz.de/10011924278
Saved in:
82
Customer participation in service recovery : a meta-analysis
Van Vaerenbergh, Yves
;
Hazée, Simon
;
Costers, Annelies
- In:
Marketing letters : a journal of research in marketing
29
(
2018
)
4
,
pp. 465-483
Persistent link: https://www.econbiz.de/10011964332
Saved in:
83
Customers' perceived justice, emotions, direct and indirect reactions to service recovery : moderating effects of recovery efforts
Cai, Ruiying
;
Qu, Hailin
- In:
Journal of hospitality marketing & management
27
(
2018
)
3
,
pp. 323-345
Persistent link: https://www.econbiz.de/10011880415
Saved in:
84
The role of service recovery in online privacy violation
Hazarika, Bidyut B.
;
Gerlach, James
;
Cunningham, Lawrence F.
- In:
International journal of e-business research : an …
14
(
2018
)
4
,
pp. 1-27
Persistent link: https://www.econbiz.de/10011941255
Saved in:
85
The effects of apologies for service failures in the global online retail
Sengupta, Sanchayan
;
Ray, Daniel
;
Trendel, Olivier
;
Van …
- In:
International journal of electronic commerce : IJEC
22
(
2018
)
3
,
pp. 419-445
Persistent link: https://www.econbiz.de/10011884544
Saved in:
86
Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
87
Pursuit of loyalty in service recovery : the roles of brand equity and cognitive reappraisal as moderators
Harun, Ahasan
;
Rokonuzzaman, Md
- In:
Journal of retailing and consumer services
62
(
2021
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012648862
Saved in:
88
When and why saying "thank you" is better than saying "sorry" in redressing service failures : the role of self-esteem
You, Yanfen
;
Yang, Xiaojing
;
Wang, Lili
;
Deng, Xiaoyan
- In:
Journal of marketing
84
(
2020
)
2
,
pp. 133-150
Persistent link: https://www.econbiz.de/10012176607
Saved in:
89
Mediating role of customer forgiveness between perceived justice and satisfaction
Muhammad, Lakhi
;
Gul-E-Rana
- In:
Journal of retailing and consumer services
52
(
2020
),
pp. 1-7
Persistent link: https://www.econbiz.de/10012132151
Saved in:
90
Relationship between customer loyalty and service failure, service recovery and switching costs in online retailing
Kamble, Aakash Ashok
;
Walvekar, Shubhangi
- In:
International journal of business information systems : …
32
(
2019
)
1
,
pp. 56-72
Persistent link: https://www.econbiz.de/10012154594
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