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Impacts of the COVID-19 pandemic on airline passengers’ recovery satisfaction: An experimental study [PDF]
Transportation Research Interdisciplinary Perspectives, 2021 The COVID-19 pandemic has impacted nearly every country in the world and affected numerous industries. Many businesses stopped or restricted their operations, resulting in service failures.
Istijanto
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The Effects of Chatbot Recovery Strategies and Anthropomorphic Image Type on Service Recovery Satisfaction: The Mediating Roles of Perceived Warmth and Competence [PDF]
Behavioral SciencesThe widespread adoption of chatbots enables companies to provide customer service at low cost and with high efficiency. However, the inherent limitations of chatbots often lead to service failures, highlighting the necessity of effective recovery ...
Ye Wang, Yaoqun Xu, Tung-Ju Wu
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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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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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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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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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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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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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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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Frontiers in Psychology, 2021 This study explores the impact mechanism of perceived risk and negative emotions on the service recovery effect of an online travel agency (OTA) through a scenario experiment.
Jiahua Wei
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