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Satisfaction with service recovery: Its measurement and its outcomes
South African Journal of Business Management, 2003 Persistent poor service delivery will have a harmful impact on the survival and growth prospects of service firms. The literature contends that, if service failures occur, there are strategies that service firms can employ to return customers to a state ...
C. Boshoff, G. Staude
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Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 2023 En mükemmel işletmelerin dahi tamamen engelleyemediği hizmet hataları konaklama sektörünün başarısı için kritik bir öneme sahiptir. Bu noktada işletmelerin hizmet hatalarını onarabilmelerinin en etkili yollarından birisi hizmet hatalarına uygun hizmet ...
Ramazan Kurtoğlu, Selman Temiz
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Frontiers in Psychology, 2022 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 recovery context are not straightforward. Grounded on a framework integrating
Tingting Zhu, Sung Kyu Park
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Basic Psychological Need Satisfaction, Recovery State, and Recovery Timing [PDF]
Human Performance, 2018 This study aimed to provide insight into recovery from work-related load effects by examining (1) whether basic psychological need satisfaction (BPN satisfaction) during non-work days facilitates recovery; (2) whether the effect of BPN satisfaction is stronger in case of an unfavorable initial recovery state; and (3) whether the association between BPN
van Hooff, M.L.M. +4 more
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Perceived service recovery justice and customer re-patronage intentions: Sequential mediation
Cogent Business & Management, 2021 The aims of this time-lagged study are twofold, first to identify the effect of perceived justice (as a second-order construct) on recovery satisfaction and customer affection; secondly, to investigate the effect of customer affection and recovery ...
Muhammad Asghar Ali +4 more
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Baltic Journal of Economic Studies, 2021 Recently, the business landscape has changed because of the COVID-19 pandemic, which has led to changes in the behaviors of both customers and business owners.
Steven Kayambazinthu Msosa
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ANTESEDEN RECOVERY SATISFACTION AND WOM POSITIF
Image : Jurnal Riset Manajemen, 2021 The development of online shopping activities was followed by an increase in complaints made by customers against the company. Online shopping is the first to receive the most complaints from consumers. The purpose of this study is to obtain empirical answers about how Perceived Justice can affect Positive Word of Mouth after creating Recovery ...
Widyaningrum, Premi Wahyu +2 more
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BMC Health Services Research, 2021 Background Mental health policy internationally emphasizes patient centredness and personal recovery. This study investigated the relationship between satisfaction with mental health services among service users with psychosis in Norway, and personal ...
Regina Skar-Fröding +5 more
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Tržište, 2020 Purpose – Despite the remarkable growth and importance of mobile money technology, there are reported concerns about transaction failures. This research study evaluates customer perception of and response to transaction failures and recovery in an ...
Hamza Hussein Malombe +1 more
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Frontiers in Psychology, 2021 Customer citizenship behavior in the online shopping environment is vital to the success of e-retailers. However, it is unclear whether and how service recovery expectation and recovery justice predict customer citizenship behavior in e-retailing ...
Tingting Zhu +3 more
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