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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
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Recovery strategies of a micro restaurant in Nigeria : implications on customer satisfaction and loyalty
Agu, Agu Godswill - In: Journal of African business 24 (2023) 3, pp. 363-383
Persistent link: https://www.econbiz.de/10014320497
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The long-term impact of service failure and recovery
Norvell, Tim; Kumar, Piyush; Dass, Mayukh - In: Cornell hospitality quarterly : CQ 59 (2018) 4, pp. 376-389
Persistent link: https://www.econbiz.de/10011943078
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Perceived justice in service recovery and behavioral intentions : the role of relationship quality
Ha, Jooyeon; Jang, Soocheong (Shawn) - In: International journal of hospitality management 28 (2009) 3, pp. 319-327
Persistent link: https://www.econbiz.de/10003855714
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Post-recovery customer relationships and customer partnerships in a restaurant setting
Kim, Taegoo; Yoo, Joanne Jung-eun; Lee, Gyehee - In: International journal of contemporary hospitality management 24 (2012) 3, pp. 381-401
Persistent link: https://www.econbiz.de/10009544820
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The roles of justice and customer satisfaction in customer retention : a lesson from service recovery
Siu, Noel Yee-Man; Zhang, Tracy Jun-Fheng; Yau, … - In: Journal of business ethics : JOBE 114 (2013) 4, pp. 675-686
Persistent link: https://www.econbiz.de/10009776404
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Who chose this restaurant anyway? : the effect of responsibility for choice, guarantees, and failure stability on customer complaining
MacQuilken, Lisa; Robertson, Nichola - In: Journal of hospitality & tourism research : JHTR ; the … 37 (2013) 4, pp. 537-562
Persistent link: https://www.econbiz.de/10010206596
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Complaints and perceptions of failure recovery in buffet restaurants : a link to family communication for adolescent customers
Hsu, Jane Lu; Chiu, Vikki Wei-ting - In: Chinese management studies : CMS 2 (2008) 4, pp. 243-259
Persistent link: https://www.econbiz.de/10003934388
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Customer dissatisfaction responses to restaurant service failures : insights into noncomplainers from a relational perspective
Ro, Heejung - In: Journal of hospitality marketing & management 24 (2015) 3/4, pp. 435-456
Persistent link: https://www.econbiz.de/10011292830
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Determinants of customer complaint behavior in a restaurant context : the role of culture, price level, and customer loyalty
Kim, Kyungmin; Lee, Chung Hun; Mattila, Anna S. - In: Journal of hospitality marketing & management 23 (2014) 7/8, pp. 885-906
Persistent link: https://www.econbiz.de/10010473452