Results 211 to 220 of about 465,479 (269)
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European Journal of Marketing, 2013
PurposeThis study seeks to draw on the theories of personality to investigate antecedents and outcomes of consumer coping in instances of service failure. Specifically, the authors focus on the effects of emotional intelligence and self‐efficacy on three coping strategies – active, expressive, and denial.
Yelena Tsarenko, Yuliya Strizhakova
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PurposeThis study seeks to draw on the theories of personality to investigate antecedents and outcomes of consumer coping in instances of service failure. Specifically, the authors focus on the effects of emotional intelligence and self‐efficacy on three coping strategies – active, expressive, and denial.
Yelena Tsarenko, Yuliya Strizhakova
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2014
Abstract The management of HF due to systolic dysfunction is underpinned by one of the strongest evidence bases in medicine. Following large randomized drug treatment trials of ACE inhibitors and B-adrenoreceptor antagonists published in the late 1980s and early 1990s, numerous guidelines have been written. Despite this, registry data
Roy S. Gardner +2 more
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Abstract The management of HF due to systolic dysfunction is underpinned by one of the strongest evidence bases in medicine. Following large randomized drug treatment trials of ACE inhibitors and B-adrenoreceptor antagonists published in the late 1980s and early 1990s, numerous guidelines have been written. Despite this, registry data
Roy S. Gardner +2 more
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CORROSION 1993, 1993
Abstract Common corrosion failure mechanisms experienced in stagnant service water systems are discussed. These mechanisms include underdeposit corrosion, biologically influenced corrosion, oxygen corrosion, tuberculation, and graphitic corrosion. Case histories illustrate these mechanisms.
J. J. Dillon, H. M. Herro
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Abstract Common corrosion failure mechanisms experienced in stagnant service water systems are discussed. These mechanisms include underdeposit corrosion, biologically influenced corrosion, oxygen corrosion, tuberculation, and graphitic corrosion. Case histories illustrate these mechanisms.
J. J. Dillon, H. M. Herro
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China's Tourism Service Failure
Cornell Hotel and Restaurant Administration Quarterly, 1993When China opened its doors in 1978, it encouraged international tourism. The government strongly encourages all such tourists to travel with guides, whose ability to provide excellent service is key to a successful tour. After an initial burst of foreign travelers in the early 1 980s, the growth rate in tourist traffic gradually leveled off through ...
Liping A. Cai, Robert H. Woods
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Service Failures in Restaurants
Cornell Hospitality Quarterly, 2010A multistage approach for restaurant service enables managers to determine and focus on the most critical stage of service failure to reduce customer dissatisfaction and defection. A survey of 491 diners in the United States assessed customer reaction to failures in the follow four service stages: (1) reception, (2) ordering, (3) meal consumption, and
null Young Namkung, null Soocheong Jang
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When service failure is not service failure
Journal of Services Marketing, 2005Purpose - Proposes responding to earlier calls for further research into "fraudulent" or "feigned" customer complaints, and providing insights which explore and describe the motivations and forms of such deliberate "illegitimate" customer complaints. Design/methodology/approach - Critical incident technique was utilized in analyzing 104 interviews with
Reynolds, Kate L., Harris, Lloyd C.
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Managing ecommerce service failures
Proceedings of the 14th Annual International Conference on Electronic Commerce, 2012High volume, B2C eCommerce web sites that often experience millions of visitors and 100,000s of orders a day in the lead up to major gift giving occasions, must meet customer demands of high availability, responsiveness, and functionality. These same web sites often integrate a large number of 3rd party web services that need to but often fail to meet ...
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Abstract The management of chronic HF is underpinned by one of the strongest evidence bases in medicine. Following large randomized controlled drug treatment trials from the late 1980s and early 1990s, numerous guidelines outlining the pharmacological treatment of heart failure have been written (ESC, ACC/AHA, NHFA/CSANZ, SIGN, and ...
Roy S. Gardner +3 more
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Roy S. Gardner +3 more
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Clinical service organisation for heart failure
Cochrane Database of Systematic Reviews, 2012Chronic heart failure (CHF) is a serious, common condition associated with frequent hospitalisation. Several different disease management interventions (clinical service organisation interventions) for patients with CHF have been proposed.To update the previously published review which assessed the effectiveness of disease management interventions for ...
Andrea, Takeda +5 more
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Does service failure influence customer loyalty?
Journal of Consumer Behaviour, 2002AbstractThere is a general consensus that customer loyalty to service providers is not solely dependent upon their level of satisfaction or dissatisfaction. However, the identified antecedents of loyalty remain, at best, highly speculative. The aim of this extensive literature review is to give some understanding of the nature of customer loyalty and ...
Buttle, F., Burton, J.
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