Narrow search
Showing 1 - 10 of 147,043
Cover Image
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël; Cusin, Julien; Lunardo, Renaud - In: Psychology & marketing 40 (2023) 12, pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Cover Image
The road to consumer forgiveness is paved with money or apology? : the roles of empathy and power in service recovery
Wei, Chuang; Liu, Maggie Wenjing; Keh, Hean Tat - In: Journal of business research : JBR 118 (2020), pp. 321-334
Persistent link: https://www.econbiz.de/10012288607
Cover Image
Factors influencing consumer forgiveness : a systematic literature review and directions for future research
Kim, Yungchul; Ho, Ting Hin; Tan, Lay Peng; Casidy, Riza - In: Journal of service theory and practice 33 (2023) 5, pp. 601-628
Persistent link: https://www.econbiz.de/10014339764
Cover Image
Examining the influence of forgiveness and its antecedents on consumer behavior : the moderating role of service failure severity
Salagrama, Ramakrishna; Prashar, Sanjeev; Tata, Sai Vijay - In: International journal of emerging markets 18 (2023) 10, pp. 3973-3994
Persistent link: https://www.econbiz.de/10014455163
Cover Image
"From fail to prevail" : how a salesperson's communication sentiment influences consumer forgiveness in service failures focusing on the role of consumer self-construal
Luo, Jieqiong; Yoo, Je Eun; Park, Jeong Eun - In: Journal of global scholars of marketing science : … 34 (2024) 2, pp. 231-252
Persistent link: https://www.econbiz.de/10014511630
Cover Image
Service recovery in unaffected consumers : evidence of a recovery paradox
Wardley, Marcus - In: International journal of quality and service sciences 14 (2022) 1, pp. 121-132
Persistent link: https://www.econbiz.de/10012884467
Cover Image
'We' want apology! Tailoring service recovery and self-construal to earn customer forgiveness
Aw, Eugene Cheng-Xi; Chuah, Stephanie Hui-wen; Sabri, … - In: International journal of services, economics and management 13 (2022) 3, pp. 225-242
Persistent link: https://www.econbiz.de/10013552572
Cover Image
Users taking the blame? : how service failure, recovery, and robot design affect user attributions and retention
Meyer, Nika; Schwede, Melanie; Hammerschmidt, Maik; … - In: Electronic markets : EM ; the international journal of … 32 (2022) 4, pp. 2491-2505
Persistent link: https://www.econbiz.de/10013556744
Cover Image
There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure
Lteif, Lama; Rubin, Dan; Ball, Joan P.; Lamberton, Cait - In: Psychology & marketing 40 (2023) 9, pp. 1808-1820
Persistent link: https://www.econbiz.de/10014338326
Cover Image
Coping, rumination, and electronic word-of-mouth : segmenting consumer responses to service failure via fuzzy clustering
Gonnon, Martin; Taheri, Babak; Disegna, Marta; Prayag, … - In: Journal of business research : JBR 166 (2023), pp. 1-15
Persistent link: https://www.econbiz.de/10014380316