Results 21 to 30 of about 15,544,913 (349)
Online service failure: antecedents, moderators and consequences
Journal of service theory and practice, 2022 PurposeThe purpose of this study is to present a systematic review of the online service failure (OSF) literature and conduct an exhaustive analysis of academic research on this emerging research area.Design/methodology/approachThe current study has ...
M. Adil +5 more
semanticscholar +1 more source
, 2021 Brand managers inevitably have to face service failures and respond to them. Undertaking brand recovery is essential as customers might desire to take revenge or spread negative word-of-mouth if they feel betrayed or disappointed by the brand following ...
Teck Ming Tan +4 more
semanticscholar +1 more source
PERSPECTIVES OF SERVICE FAILURES IN FINANCIAL SERVICES
Psychology and Education Journal, 2021 Banking & Finance is a significant contributor to the service sector and it also has its own service loss phenomena. The research carried out on the backgrounds and outcomes that affect the actions of workers specifically suggests a widespread pattern of service delivery failures.
openaire +2 more sources
Failure analysis of a plastic modular belt in-service [PDF]
, 2018 [EN] In this study, an analysis of the possible causes of the failure in-service of a section of a plastic modular belt was conducted. The study begins with a reproduction of the service conditions in a traction gear. An analysis of the fracture surfaces
Sellés, M.A. +4 more
core +1 more source
Frontiers in Psychology, 2022 PurposeGiven the digital transformation of service businesses by providing online food services and the influence of online reviews on consumers’ purchasing decisions, this study examines how service recovery attributes in different stages influence ...
Jie Gao, Lixia Yao, Xiao Xiao, Peizhe Li
doaj +1 more source
Journal of Theoretical and Applied Electronic Commerce Research, 2021 With the rapid growth of express delivery industry, service failure has become an increasingly pressing issue. However, there is a lack of research on express service failure risk assessment within the Failure Mode and Effects Analysis (FMEA) framework ...
Hongmei Shan +3 more
doaj +1 more source
Understanding complaining, service failure identification and service recovery via social media [PDF]
, 2021 Purpose The purpose of this research is to explore motivations and behaviour of consumer complaining via social media and in turn provide a robust framework for dealing with such complaints.
Jones, K.
core +1 more source
Administrative Sciences, 2023 Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee’s perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce.
Neele Inken Abend +2 more
doaj +1 more source
Is exercise training safe and effective for ALL heart failure patients: A retrospective service evaluation of a hospital based cardiac rehabilitation programme [PDF]
, 2010 The main purpose of this study was to investigate whether exercise training is safe and effective for all classifications of heart failure, female and elderly (70 years and above) heart failure patients and also those heart failure patients with ...
Burgess, Laura A.
core +2 more sources
Examining antecedents of reconciliation following service failure and recovery
, 2020 This article examines antecedents of reconciliation following service failure and recovery including likability of service personnel, customer satisfaction with service recovery, interactional justice, and distributive justice.
Thaichon, Park +3 more
core +1 more source