Purpose In this paper, the authors aim to explore the relationship between the concepts of
Industry 4.0 and circular economy (CE) as a contribution to the management decision on …

The objective of this paper is to examine the effects of incorporating the opportunity cost
(OC) into quality costing calculations in order to build a general framework for the behaviour …

Negative disconfirmation will usually lead to switching behaviour and attenuate customers'
repurchase intentions, a behaviour that will undercut businesses' profitability. Limited …

Customer loyalty has gained foremost attention among the practitioners and the academic
researchers because of its proximity to organizational growth, profit and survival. Based on …

Purpose The purpose of this study is to examine the impact of the relationship quality on
customer loyalty. The moderating role played by online service recovery in this study is …

This paper aims to propose a Comprehensive Decision Support Model to evaluate retail
companies' financial performance traded on the Vietnam Stock Exchange Market. The …

Organizations build competitive advantage when they design recovery framework with
recourse to disgusted customers, given that no two failure experiences are the same. This …

This article seeks to explore service recovery strategies adopted by mobile service providers
operating in Ghana. The article adopts a quantitative approach design. A sample size of 384 …

The objectives of this study are to determine the effects of perceived justice on customers'
emotional response, which influences customer behavior, and to identify any distinction …

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