In the “internet plus” era, online healthcare platforms provide an effective way of easing the
demand for hospitals, and their popularity among patients has been increasing sharply in …

In recent years, the development of online health-consultation platforms has drawn
significant research attention to online patient–doctor relationship development, particularly …

This paper examines the importance, evolution, and intellectual structure of the Word of
Mouth Marketing (WOMM) field over the past years. Firstly, this study uses a citation analysis …

The influence of physicians' knowledge sharing on patient satisfaction in online medical
consultations (OMCs) has received extensive attention in recent years. However, patient …

Service failures are inevitable in any service delivery process that establishes the need for a
good service recovery. This study aims to investigate the relationships among service …

Purpose The purpose of this paper is to examine the precursors and outcomes of service
recovery satisfaction and customer commitment among airline business customers …

Las fallas a las cuales tienen que hacer frente las empresas de servicios, repercuten sobre
la satisfacción del cliente los mismos que tienen que tomar decisiones, reclamar al …

Purpose This study aims to investigate the moderating role of low and high failure severity
levels on recovery satisfaction and on behavioral intentions through recovery satisfaction …

Students in higher education institutions (HEIs) develop perceived value related to their
academic services. While many studies have suggested some antecedents of perceived …

Studies examining the interplay between brand transgression and brand forgiveness is
notably sparse especially in the context of Southeast Asian banking customers. The purpose …