Results 231 to 240 of about 315,486 (263)

The journey from customer participation in service failure to co-creation in service recovery

Journal of Retailing and Consumer Services, 2020
Shuqin Wei
exaly  

May robots be held responsible for service failure and recovery? The role of robot service provider agents’ human-likeness

Journal of Retailing and Consumer Services, 2023
Esra Arikan, Nesenur Altinigne, Ebru Kuzgun   +2 more
exaly  

Co-creating service recovery after service failure: The role of brand equity

Journal of Business Research, 2017
Simon Hazée, Yves Van Vaerenbergh
exaly  

Antecedents to Customer Expectations for Service Recovery

Journal of the Academy of Marketing Science, 1994
Scott W Kelley
exaly  

Service Recovery Paradox: A Meta-Analysis

Journal of Service Research, 2007
Celso Augusto DE MATOS, CARLOS Alberto Vargas Rossi   +1 more
exaly  

The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing

International Journal of Information Management, 2011
Yi-Shun Wang, Hsin-Hui Lin, Yu-Yin Wang   +2 more
exaly  

Co-creation of service recovery: Utilitarian and hedonic value and post-recovery responses

Journal of Retailing and Consumer Services, 2016
Joohyung Park, Sejin Ha
exaly  

The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery

Journal of Business Research, 2020
Maggie Wenjing Liu, Hean Tat Keh
exaly  

Service Recovery

2015
openaire   +1 more source

The effects of customer participation in co-created service recovery

Journal of the Academy of Marketing Science, 2007
Beibei Dong, Kenneth R Evans, Shaoming Zou   +2 more
exaly