Results 11 to 20 of about 3,036 (198)
Effect of Service Recovery towards Customer Satisfaction in Banking Industry [PDF]
Journal of Information Technology Management, 2021 The purpose of this paper is to measure the relationship between the functional service recovery and technical service recovery towards customer satisfaction in banking industry.
Mohd Farid Mohamad Yazid +4 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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Impacts of the COVID-19 pandemic on airline passengers’ recovery satisfaction: An experimental study
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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Managing online service recovery: procedures, justice and customer satisfaction [PDF]
Journal of Service Theory and Practice, 2016 Purpose The internet has changed the way services are delivered and has created new forms of customer-firm interactions. Whilst online service failures remain inevitable, the internet offers opportunities for delivering efficient service recovery through the online channel.
Crisafulli, Benedetta, Singh, Jaywant
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Perceived justice and recovery satisfaction: the moderating role of customer-perceived quality
Management şi Marketing, 2015 Recovery strategies are critical to service providers in their efforts to maintain satisfied and loyal customers. While the existing research shows that recovery satisfaction is a function of customer perception of distributive, procedural and ...
Jha Subhash, Balaji M.S.
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Frontiers in Psychology, 2021 At present, online travel agency (OTA) service failure events emerge continually, which makes the OTA service operation mode face new challenges. This study uses the situational experiment method to explore the effects of OTA employees’ emotional ...
Jiahua Wei, Zhiping Hou, Xiaorui Zhou
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Jurnal Manajemen Teori dan Terapan, 2021 This study will examine the relationship between the impact of service failure and service recovery on customer satisfaction and loyalty. The research objective was to determine the effect of service failure can be up to customer loyalty.
Adi Yudi, Endang Ruswanti
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Grid workflow recovery as Dynamic constraint satisfaction problem [PDF]
2010 IEEE Conference on Open Systems (ICOS 2010), 2010 With service level agreements (SLAs) the Grid broker guarantees to finish the Grid jobs by a given deadline. There are a number of approaches, to plan reservations to fulfil these deadline requirements and to handle currently running jobs in the case of a resource failure. However, there is a lack of strategies to handle the already planned but not yet
S Dragiev, J Schneider
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South African Journal of Economic and Management Sciences, 2015 In an industry characterised by fierce competition, cell phone network providers find it increasingly difficult to retain their customers after service failure.
L Kruger, P Mostert, LT De Beer
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Perioperative Medicine, 2019 The aim of healthcare services is to provide a high quality of care. One way to ensure that this aim has been fulfilled is to assess patients’ satisfaction with their care.
Maria Jaensson +2 more
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