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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Ophthalmology service recovery with 'general anaesthesia to local anaesthesia conversion' or GALA initiative: a new surgical service pilot. [PDF]
BMJ Open Qual, 2023 Putri CA, Tan JH.
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Correlates of justice encounter in service recovery and word-of-mouth publicity
Cogent Business & Management, 2016 This paper examines word-of-mouth publicity as an outcome of consumer perception of equitable recovery programs. Survey data were drawn from 317 teachers of Federal Government Colleges and 79 executives of mobile telephone firms in the southeastern and ...
Hart O. Awa, Ojiabo Ukoha, Ogwo E. Ogwo
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HRB Open ResearchBackground Individuals with first-episode psychosis (FEP) face an increased risk of physical comorbidities, notably cardiovascular diseases, metabolic disorders, respiratory disorders, and certain types of cancer.
Michael Norton +5 more
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Evaluation of Consumers’ WTP for Service Recovery in Restaurants: Waiting Time Perspective
Administrative Sciences, 2019 Restaurant service quality assessment has generally focused on the dining service. However, restaurant service begins with waiting for the meal. When service failure occurs due to a long waiting time, restaurant managers should adopt appropriate service ...
Chung-Te Ting +3 more
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The effect of ethical leadership on service recovery performance: A moderated mediation model of organizational virtuousness and trait mindfulness. [PDF]
Front Psychol, 2022 Ma D +4 more
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The impact of negative emotions and relationship quality on consumers' repurchase intention: An empirical study based on service recovery in China's online travel agencies. [PDF]
Heliyon, 2023 Wei J +6 more
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Recover From Failure: Examining the Impact of Service Recovery Stages on Relationship Marketing Strategies. [PDF]
Front Psychol, 2022 Gao J, Yao L, Xiao X, Li P.
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Hotel guests' loyalty, behaviour, and service recovery satisfaction based on rating perception [PDF]
Journal of Engineering Management and CompetitivenessThis paper aims to examine the role of perceived hotel ratings as a mediator of loyalty in the relationship between service recovery satisfaction (SRS) and both the discretionary and dysfunctional behaviour of hotel guests. The research utilised analysis
Josimović Milica +2 more
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Service Recovery Paradox In Indian Banking Industry: An Empirical Investigation
The South East Asian Journal of Management, 2013 The present study examines existence of service recovery paradox in Indian banking industry. The study is taken up in the tri-city of Chandigarh, Panchkula and Mohali.
Arunesh Garg
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