Results 271 to 280 of about 1,548,929 (297)

May robots be held responsible for service failure and recovery? The role of robot service provider agents’ human-likeness

Journal of Retailing and Consumer Services, 2023
Mehmet Okan
exaly  

System Failure and Recovery

2005
Rajendran M. Sivasankaran, Krithi Ramamritham, John A. Stankovic   +2 more
openaire   +1 more source

Consumers’ Responses to Service Failures and Recoveries

2017
This paper presents the results of a study examining the nature of consumers’ emotional reactions following a significant service failure. In addition to measuring consumers’ feelings about the outcome that occurred (including the remedy), the emotional response to the service provider and the emotional response about the decision makers own choice to ...
openaire   +1 more source

The distinctive agenda of service failure recovery in e-tailing: Criticality of logistical / non-logistical service failure typologies and e-tailing ethics

Journal of Retailing and Consumer Services, 2022
Vivek Roy, Abhishek Srivastava
exaly  

Cascading failure and recovery of metro–bus double-layer network considering recovery propagation

Transportation Research, Part D: Transport and Environment, 2023
Meng Li, Beatriz Martinez-Pastor
exaly  

Effects of different service failure types and recovery strategies on the consumer response mechanism of chatbots

Technology in Society, 2022
Mengmeng Song, Jian Mou
exaly  

Disentangling the dynamics of service failure and service recovery in peer-to-peer accommodations: A triadic perspective

International Journal of Hospitality Management, 2022
Hyunsu Kim, Kevin Kam Fung So
exaly  

Measuring the intention-behavior gap in service failure and recovery: the moderating roles of failure severity and service recovery satisfaction

European Journal of Marketing, 2023
Hyunju Shin
exaly  

How Does Religion Affect Consumer Response to Failure and Recovery by Firms?

Journal of Consumer Research, 2021
Lisa E Bolton, Naomi Mandel
exaly  

Why Service Recovery Fails? Examining the Roles of Restaurant Type and Failure Severity in Double Deviation With Justice Theory

Cornell Hospitality Quarterly, 2022
Suiwen Zou
exaly