Online service failure: antecedents, moderators and consequences
Online service failure: antecedents, moderators and consequences | Emerald Insight Books
and journals Case studies Expert Briefings Open Access Publish with us Advanced search …
and journals Case studies Expert Briefings Open Access Publish with us Advanced search …
What drives customer engagement after a service failure? The moderating role of customer trust
This study investigated the relationships between complaint handling, customer experience,
and customer engagement, as well as the moderating effect of customer trust prior to a …
and customer engagement, as well as the moderating effect of customer trust prior to a …
Implementing multi-attribute utility theory in service recovery: An operational management perspective on online retailing
Y Song, Y **u, L Zhou, J Wang - Journal of Retailing and Consumer …, 2024 - Elsevier
How corporate decision-makers allocate resources to address the major issues of service
recovery is critical. This article, from the perspective of operations management, integrates …
recovery is critical. This article, from the perspective of operations management, integrates …
Service recovery and innovation on customer satisfaction amidst massive typhoon-induced disruptions: The mediating role of SERVQUAL
DM Rivero, R Suson, A Arnejo, NM Atibing… - International Journal of …, 2023 - Elsevier
The adverse impact of unprecedented natural disasters on certain service operations is
inevitable, particularly in cases of massive disruptions. Managing these services during …
inevitable, particularly in cases of massive disruptions. Managing these services during …
Airline Social Media Recovery Satisfaction: Has COVID Changed Everything?
This study deals with airlines' handling of customer complaints pre-and post-Covid 19.
Authors extracted airlines' responses regarding redress, timeliness, apology, credibility …
Authors extracted airlines' responses regarding redress, timeliness, apology, credibility …
STRATEGIES FOR MAINTAINING CUSTOMER SATISFACTION POST PRODUCT RECALL: SYNERGY OF SETTLEMENT, BRAND EQUITY, AND LEVEL OF …
Z Aripin, R Agusiady - Journal of Economics, Accounting …, 2024 - kisainstitute.com
The strategy of maintaining customer satisfaction after product withdrawal is a major concern
for companies in the competitive business era. This research aims to investigate how …
for companies in the competitive business era. This research aims to investigate how …
Customer loyalty during disasters: the case of internet service providers amidst Typhoon Odette in central Philippine urban districts
The impact of service disruptions to critical utility services due to natural disasters is evident
during delays in emergency responses and humanitarian relief, especially for urban …
during delays in emergency responses and humanitarian relief, especially for urban …
Encouraging brand evangelism through failure attribution and recovery justice: the moderating role of emotional attachment
T Zhu, SK Park - Frontiers in Psychology, 2022 - frontiersin.org
Brand evangelism is essential to the profitability of e-shops, but the effects of failure
attribution and recovery justice in encouraging brand evangelism in the online service …
attribution and recovery justice in encouraging brand evangelism in the online service …
Post-recovery behavioral outcome in service recovery: a conditional mediation perspective
Purpose This article delves into a theoretical framework evaluating the outcomes of justice
perception (JP) on post-complaint behaviors. In addition, this article intends to facilitate …
perception (JP) on post-complaint behaviors. In addition, this article intends to facilitate …
Dynamics of user-generated content and service failure recovery: evidence from millennials
Purpose There is considerable interest in the value of user-generated content (UGC) and its
antecedents. Despite its growing importance, existing studies have largely ignored the …
antecedents. Despite its growing importance, existing studies have largely ignored the …