[HTML][HTML] Exploring the use of content analysis methodology in consumer research
MK Vespestad, A Clancy - Journal of Retailing and Consumer Services, 2021 - Elsevier
Content analysis is a viable way to thematise consumer experiences. The purpose of this
review study is to examine the use of content analysis in consumer research (1977–2017) …
review study is to examine the use of content analysis in consumer research (1977–2017) …
Factors influencing consumer forgiveness: a systematic literature review and directions for future research
Purpose Consumer forgiveness is an important concept in service failure and recovery
research. To advance knowledge and develop future research agenda in this domain, this …
research. To advance knowledge and develop future research agenda in this domain, this …
The service recovery journey: Conceptualization, integration, and directions for future research
Y Van Vaerenbergh, D Varga… - Journal of Service …, 2019 - journals.sagepub.com
Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …
service experience. Although the literature identifies an extensive set of organizational …
The intention to use Islamic banking: an exploratory study to measure Islamic financial literacy
Purpose Several research models have been proposed in the existing literature to
understand the intention to use Islamic banking where conventional bank customers are not …
understand the intention to use Islamic banking where conventional bank customers are not …
Factors affecting customer satisfaction in responses to negative online hotel reviews: The impact of empathy, paraphrasing, and speed
An analysis of three types of responses to negative hotel reviews finds that the response
generally should follow the same principles as answering a customer complaint in person …
generally should follow the same principles as answering a customer complaint in person …
Analyzing customer experience feedback using text mining: A linguistics-based approach
Complexity surrounding the holistic nature of customer experience has made measuring
customer perceptions of interactive service experiences challenging. At the same time …
customer perceptions of interactive service experiences challenging. At the same time …
The impact of fraud prevention on bank‐customer relationships: An empirical investigation in retail banking
AOI Hoffmann, C Birnbrich - International journal of bank marketing, 2012 - emerald.com
Purpose–The purpose of this paper is to establish a conceptual as well as an empirical link
between retail banks' activities to protect their customers from third‐party fraud, the quality of …
between retail banks' activities to protect their customers from third‐party fraud, the quality of …
The impact of language style accommodation during social media interactions on brand trust
A Jakic, MO Wagner, A Meyer - Journal of Service Management, 2017 - emerald.com
Purpose Social media encourage interactions between customers and brands. Concerning
the cues utilized during social media interactions, verbal cues (ie the language used) gain …
the cues utilized during social media interactions, verbal cues (ie the language used) gain …
Service (s) marketing research: developments and directions
This paper outlines the development of research in the domain of service (s) marketing from
its birth as an area of academic study in the 1960s/1970s to the current time. It identifies four …
its birth as an area of academic study in the 1960s/1970s to the current time. It identifies four …
Emotional communication by service robots: a research agenda
Purpose Many service industries are facing severe labor shortages. As a result, service
providers are turning to new sources of labor, such as service robots. Critics however often …
providers are turning to new sources of labor, such as service robots. Critics however often …