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It's all good : corporate social responsibility reduces negative and promotes positive responses to service failures among value-aligned customers

Joireman, Jeff; Smith, Dustin; Liu, Richie L.; Arthurs, … - In: Journal of public policy & marketing : JPP & M ; an … 34 (2015) 1, pp. 32-49

Persistent link: https://www.econbiz.de/10011293445

Mitigating the negative effects of service failure through customer identification

Song, Jiaqi; Huang, Jiexian; Jiang, Yuwei - In: Psychology & marketing 39 (2022) 4, pp. 715-725

Persistent link: https://www.econbiz.de/10013165429

Consumer complaining behavior in hospitality management

Tosun, Petek; Sezgin, Selime; Uray, Nimet - In: Journal of hospitality marketing & management 31 (2022) 2, pp. 247-264

Persistent link: https://www.econbiz.de/10012821095

An exploration of frequent service failures in the Brazilian airline industry

Lorenz, Melanie P.; Johnson, Catherine M.; Barakat, Livia L. - In: Latin American business review : journal of the … 18 (2017) 1, pp. 19-45

Persistent link: https://www.econbiz.de/10011685998

Service failure of intermediary service : impact of ambiguous locus of control

Lee, Bo Youn; Cranage, David A. - In: Journal of travel and tourism marketing 34 (2017) 4/6, pp. 515-530

Persistent link: https://www.econbiz.de/10011729135

To err is human(-oid) : how do consumers react to robot service failure and recovery?

Choi, Sungwoo; Mattila, Anna S.; Bolton, Lisa E. - In: Journal of service research 24 (2021) 3, pp. 354-371

Persistent link: https://www.econbiz.de/10012592941

The impact of service failures on firm profitability : integrating machine learning and statistical modeling

Golmohammadi, Davood; Parast, Mahour Mellat; Sanders, … - In: IEEE transactions on engineering management : EM 69 (2022) 6,1, pp. 3038-3052

Persistent link: https://www.econbiz.de/10013542836

Revisiting power messaging in service failures : pitfalls and proposed solutions

Antonetti, Paolo; Crisafulli, Benedetta - In: Psychology & marketing 39 (2022) 11, pp. 2072-2095

Persistent link: https://www.econbiz.de/10013465145

CRITICAL SERVICE INCIDENTS: ANALYZING SERVICE FAILURE AND RECOVERY IN HOTELS, RESTAURANTS AND TRANSPORTATIONS IN MALAYSIA

Yunus, Nek Kamal bin Yeop; Ishak, Salomawati; Rhouse, … - In: Journal of Global Business and Economics 5 (2012) 1, pp. 18-37

Service quality has become an important and strategic variable as companies attempt to satisfy and retain present customers. It was also useful in attracting new customers as they compete effectively in the market place. However, due to the characteristics of services, it makes consistent...

Persistent link: https://www.econbiz.de/10010570459