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What is a cool restaurant? : understanding, measuring, and leveraging coolness for restaurants

Barbosa Escobar, Francisco; Kock, Florian; Assaf, A. Georges - In: Tourism management : research, policies, practice 108 (2025), pp. 1-18

Persistent link: https://www.econbiz.de/10015337475

Tourism service recovery : how minority employees influence majority consumer experiences

Li, Shanshi; Liu, Xing; Wan, Lisa C.; Abulizi, Aierpatejiang - In: Tourism management : research, policies, practice 109 (2025), pp. 1-13

Persistent link: https://www.econbiz.de/10015338035

Conceptualizing the role of virtual service agents in service failure recovery : guiding insights

Majeed, Salman; Kim, Woo Gon; Nimri, Rawan - In: International journal of hospitality management 123 (2024), pp. 1-12

Persistent link: https://www.econbiz.de/10015338144

The critical role of customer forgiveness in successful service recovery

Harrison-Walker, L. Jean - In: Journal of business research : JBR 95 (2019), pp. 376-391

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Service failure recovery on customer recovery satisfaction and attitude loyalty for airline industry : the moderating effect of brand authenticity

Van Dat Tran - In: Cogent business & management 11 (2024) 1, pp. 1-15

The study aims to investigate the relationship between service failure recovery, customer recovery satisfaction, and attitude loyalty for airline industry. The author propose an experimentally determined model of service recovery based on the function of brand authenticity as a moderator in this...

Persistent link: https://www.econbiz.de/10014534549

They forgot me! : the exclusionary effects among complaining consumers when others receive a response

Ben, Zhiying; Shukla, Paurav - In: Psychology & marketing 41 (2024) 11, pp. 2741-2756

Persistent link: https://www.econbiz.de/10015133892

Retail karma : how our shopping sins influence evaluation of service failures

Li, Ran; Zhang, Meng; Aggarwal, Pankaj - In: Journal of consumer research : JCR ; an … 51 (2025) 5, pp. 1027-1046

Persistent link: https://www.econbiz.de/10015338642

How to solve product-harm crises in retailing? : empirical insights from service recovery and negative publicity research

Standop, Dirk; Grunwald, Guido - In: International journal of retail & distribution management 37 (2009) 11, pp. 915-932

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The effect of justice in the history of loyalty : a study in failure recovery in the retail context

Lopes, Evandro Luiz; Silva, Marcos Antonio da - In: Journal of retailing and consumer services 24 (2015), pp. 110-120

Persistent link: https://www.econbiz.de/10010528597

Do personality traits predict "complaining" consumers?

Ekinci, Yuksel; Calderon, Joana; Siala, Haytham - In: International journal of business environment : IJBE 8 (2016) 1, pp. 32-42

Persistent link: https://www.econbiz.de/10011590921