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Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty [PDF]
International Journal of Business and Management, 2017 This current study purposes to identify the relationships between service recovery strategies, service recovery satisfaction, and both dimensions of customer loyalty in regard to Internet providers using the partial least squares (PLS-SEM) approach on a ...
Dakrory, Mona I. +4 more
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Service Recovery Paradox In Indian Banking Industry: An Empirical Investigation [PDF]
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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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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Satisfaction with service recovery: Its measurement and its outcomes
South African Journal of Business Management, 2003 Persistent poor service delivery will have a harmful impact on the survival and growth prospects of service firms. The literature contends that, if service failures occur, there are strategies that service firms can employ to return customers to a state ...
C. Boshoff, G. Staude
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Understanding service recovery satisfaction from a service encounter perspective: A pilot study
South African Journal of Business Management, 2007 When a service provider fails to meet the expectations of customers during a so-called service encounter, the resultant disconfirmation can lead to a series of negative outcomes such as defection and negative word-of-mouth.
C. Boshoff
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Customer satisfaction towards service recovery – A justice theory perspective.
Tạp chí Khoa học Đại học Mở Thành phố Hồ Chí Minh - Kinh tế và Quản trị kinh doanh, 2021 Based on the justice theory, this study investigates the impacts of three justice factors, namely distributive justice, procedural justice and interactional justice, on customer’ satisfaction and positive word-of-mouth.
Võ Thị Thanh Thảo +1 more
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Frontiers in Psychology, 2021 This study explores the impact mechanism of perceived risk and negative emotions on the service recovery effect of an online travel agency (OTA) through a scenario experiment.
Jiahua Wei
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Impacts of the COVID-19 pandemic on airline passengers’ recovery satisfaction: An experimental study
Transportation Research Interdisciplinary Perspectives, 2021 The COVID-19 pandemic has impacted nearly every country in the world and affected numerous industries. Many businesses stopped or restricted their operations, resulting in service failures.
Istijanto
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Effect of Service Recovery towards Customer Satisfaction in Banking Industry [PDF]
Journal of Information Technology Management, 2021 The purpose of this paper is to measure the relationship between the functional service recovery and technical service recovery towards customer satisfaction in banking industry.
Mohd Farid Mohamad Yazid +4 more
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Frontiers in Psychology, 2021 Customer citizenship behavior in the online shopping environment is vital to the success of e-retailers. However, it is unclear whether and how service recovery expectation and recovery justice predict customer citizenship behavior in e-retailing ...
Tingting Zhu +3 more
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