The Influence of Empathy and Consumer Forgiveness on the Service Recovery Effect of Online Shopping [PDF]
Frontiers in Psychology, 2022 The service failure of online shopping has always plagued online stores, but the current academic circles still need to explore the service recovery of online shopping from the perspective of empathy and consumer forgiveness. Based on the service failure
Jiahua Wei +3 more
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Research on the Influence of Emotional Intelligence and Emotional Labor on the Service Recovery Effect of Online Travel Agency [PDF]
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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The More Realism, the Better? How Does the Realism of AI Customer Service Agents Influence Customer Satisfaction and Repeat Purchase Intention in Service Recovery [PDF]
Behavioral SciencesNowadays, human customer service is increasingly being replaced by artificial intelligence (AI) customer service agents. Service recovery plays a crucial role in shaping consumer experiences and business profitability.
Yuting Hu +4 more
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The Bright Side of Stressed Frontline Employees in Service Recovery: The Combination Causes of Organizational Empowerment and Self-Regulation Processes [PDF]
Psychology Research and Behavior Management, 2019 Mo Zhang Economics and Management School, Shanghai Maritime University, Shanghai, People’s Republic of ChinaCorrespondence: Mo Zhang No.1550 Haigang Avenue, Pudong District, Shanghai 201902, People’s Republic of ChinaTel +86 18616808226Fax ...
Zhang M
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Service recovery system and service recovery in retail banks: a multilevel analysis
Cogent Business & ManagementPrevious research on customer loyalty primarily viewed it within the framework of constructs at the individual level of analysis. Consequently, prior research has ignored service recovery performance and customer loyalty nested within the branch-level ...
Abhishek S. Rao +5 more
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South African Journal of Business Management, 2012 Owing to the human nature of service delivery service failures occasionally occur. Persistently poor service delivery will, however, have a harmful impact on the survival and growth prospects of service firms.
C. Boshoff
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Effectiveness of offline and online rewards in restoring satisfaction and trust [PDF]
Spanish Journal of Marketing-ESIC, 2021 Purpose – This paper aims to compare the relative importance of tangible compensation across the offline and online service mediums, and assess tangible compensation as a trust recovery tactic. Methodology – This study is based on a 3 (compensation level:
Zonaib Tahir
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Pengaruh e-CRM terhadap Kualitas Hubungan dan Hasil dengan Atribut Layanan dan Pemulihan Layanan sebagai Variabel Mediasi [PDF]
Jurnal Manajemen Dan Kewirausahaan, 2021 This research is expected to find out more about the effect of e-Customer Relationship Management (e-CRM) on relationship quality and outcomes by using service attributes and service recovery as a mediating variable for customers of PT BCA Tbk, The Main ...
Rini Apriyanti +2 more
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Minimizing Potential Allee Effects in Psittacine Reintroductions: An Example from Puerto Rico
Diversity, 2021 The family Psittacidae is comprised of over 400 species, an ever-increasing number of which are considered threatened with extinction. In recent decades, conservation strategies for these species have increasingly employed reintroduction as a technique ...
Thomas H. White +9 more
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Influence of emotions displayed by employees during service recovery [PDF]
Spanish Journal of Marketing-ESIC, 2021 Purpose – While research evidences how customers’ emotions can influence their consumer experience, understanding of how employees’ displayed emotions affect the customer service experience is more limited.
María Sicilia +2 more
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