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We promise! : customer charters expand guarantees
McColl, Rod - In: Journal of business strategy 34 (2013) 6, pp. 11-18
Persistent link: https://www.econbiz.de/10010231383
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Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Van Vaerenbergh, Yves; De Keyser, Arne; Larivière, Bart - In: Managing service quality : MSQ ; an international journal 24 (2014) 1, pp. 45-62
Persistent link: https://www.econbiz.de/10010252064
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Silent voices : nonbehavioral reactions to service failures
Ro, Heejung; Mattila, Anna S. - In: Services marketing quarterly 36 (2015) 2, pp. 95-111
Persistent link: https://www.econbiz.de/10011290006
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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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Matching service failures and recovery options toward satisfaction
Cantor, Victor John M.; Li, Richard C. - In: The service industries journal 39 (2019) 13/14, pp. 901-924
Persistent link: https://www.econbiz.de/10012205901
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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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Exploring relationship among customer dissatisfaction, complaints, and loyalty in the virtualized environment : roles of advanced services
Cho, Yoon C. - In: International business and economics research journal 12 (2013) 11, pp. 1343-1360
Persistent link: https://www.econbiz.de/10010233767
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Perceptions of consumers in the financial industry under a qualitative data analysis methodology
Mongay, Jorge - In: International journal of trade and global markets 9 (2016) 1, pp. 33-44
Persistent link: https://www.econbiz.de/10011547851
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The antecedents of customer satisfaction and dissatisfaction toward various types of hotels : a text mining approach
Xu, Xun; Li, Yibai - In: International journal of hospitality management 55 (2016), pp. 57-69
Persistent link: https://www.econbiz.de/10011497929
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What do hotel customers complain about? : text analysis using structural topic model
Hu, Nan; Zhang, Ting; Gao, Baojun; Bose, Indranil - In: Tourism management : research, policies, practice 72 (2019), pp. 417-426
Persistent link: https://www.econbiz.de/10011996164