Results 291 to 300 of about 547,453 (314)

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

Transportation Research, Part D: Transport and Environment, 2023
Meng Li, BEATRIZ Martínez-Pastor
exaly  

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

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
JOSÉ Marcos Carvalho De Mesquita, Hyunju Shin   +1 more
exaly  

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

Technology in Society, 2022
Mengmeng Song, Yucong Duan, 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  

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

Journal of Consumer Research, 2021
Lisa E Bolton, J Jeffrey Inman, Naomi Mandel   +2 more
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  

The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing

International Journal of Information Management, 2011
Yi-Shun Wang, Hsin-Hui Lin, Yu-Yin Wang   +2 more
exaly  

Is high recovery more effective than expected recovery in addressing service failure? — A moral judgment perspective

Journal of Business Research, 2018
Ke Ma, Xuemei Bian, James F Devlin
exaly  

Gaining satisfaction: the role of brand equity orientation and failure type in service recovery

European Journal of Marketing, 2020
Ke Ma, Xin Zhong, Guanghui Hou
exaly