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The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction

Arun Kumar Tarofder; Nikhashemi, Seyed Rajab; Azam, S. … - In: International journal of quality and service sciences 8 (2016) 4, pp. 516-535

Persistent link: https://www.econbiz.de/10011641344

Managing social media recovery : the important role of service recovery transparency in retaining customers

Honora, Andreawan; Chih, Wen-Hai; Wang, Kai-Yu - In: Journal of retailing and consumer services 64 (2022), pp. 1-11

Persistent link: https://www.econbiz.de/10013209548

Trust recovery tactics in financial services : the moderating role of service failure severity

Raza, Ali; Tsiotsou, Rodoula; Sarfraz, Muhammad; Ishaq, … - In: International journal of bank marketing 41 (2023) 7, pp. 1611-1639

Persistent link: https://www.econbiz.de/10014470723

Customers perception of service quality in the Nigerian telecommunication sector

Osotimehin, Kehinde; Hassan, Banjo Ally; Abass, Hassanat - In: Journal of economics and business research 21 (2015) 1, pp. 144-157

Persistent link: https://www.econbiz.de/10011313281

How to repair customer trust of high-risk products ofter negative publicity

Cao, Ting; Shi, Guicheng; Yin, Yanting - In: Nankai business review international 5 (2014) 4, pp. 382-393

Persistent link: https://www.econbiz.de/10010467378

How to repair customer trust of high-risk products after negative publicity

Cao, Ting; Shi, Guicheng; Yin, Yanting - In: Nankai Business Review International 5 (2014) 4, pp. 382-393

Purpose – This paper aims to explore the efficiency of various customer trust repair efforts for high-risk products that are closely related with the safety and health of customers after negative publicity. Many corporations are suffering from the crisis of customer trust after negative...

Persistent link: https://www.econbiz.de/10014954323

Service recovery by AI or human agents : do failure and strategy context matter?

Fürst, Andreas; Trißler, Leonie; Friedrich, Robin; … - In: Journal of service management 36 (2025) 3, pp. 390-418

Persistent link: https://www.econbiz.de/10015425665

Crocodile Marketing : an experimental investigation into the effects of "crocodile-tear" apologies on patient loyalty intentions

Dietrich, Martin; Drevs, Florian; Lindenmeier, Jörg; … - In: Schmalenbach business review : sbr 67 (2015) 1, pp. 34-53

Persistent link: https://www.econbiz.de/10010471732

Can a CEO's YouTube apology following a service failure win customers' hearts?

Manika, Danae; Papagiannidis, Savvas; Bourlakis, Michael - In: Technological forecasting & social change : an … 95 (2015), pp. 87-95

Persistent link: https://www.econbiz.de/10011474546

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