Results 251 to 260 of about 479,436 (269)

Perceived controllability and service expectations: Influences on customer reactions following service failure

Journal of Business Research, 2008
Sunmee Choi, Anna S Mattila
exaly  

Individual differences in perceptions of service failure and recovery: the role of race and discriminatory bias

Journal of the Academy of Marketing Science, 2008
Thomas L Baker, Tracy Meyer
exaly  

Group Emotional Contagion and Complaint Intentions in Group Service Failure

Journal of Service Research, 2014
Jiangang Du, Xiucheng Fan
exaly  

An analysis of the relationship between service failure, service recovery and loyalty for Low Cost Carrier travelers

Journal of Air Transport Management, 2015
Pin-Fenn Chou
exaly  

Typical service failures

2002
openaire   +1 more source

Employing proactive interaction for service failure prevention to improve customer service experiences

Journal of Service Theory and Practice, 2017
Hyunju Shin, David L Mothersbaugh, Kristy E Reynolds   +2 more
exaly  

Service Failure Recovery

2016
openaire   +1 more source

The role of customer affection and trust in loyalty rebuilding after service failure and recovery

Service Industries Journal, 2012
Suna La, Beomjoon Choi
exaly  

Impact of Service Failure: The Protective Layer of Customer Relationships

Journal of Service Research, 2010
László Sajtos, Roderick J Brodie
exaly  

A systematic approach for diagnosing service failure: Service-specific FMEA and grey relational analysis approach

Mathematical and Computer Modelling, 2011
Youngjung Geum, Yongtae Park
exaly