Results 1 to 10 of about 371 (70)

The Impacts of Perceived Risk and Negative Emotions on the Service Recovery Effect for Online Travel Agencies: The Moderating Role of Corporate Reputation

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
doaj   +1 more source

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
doaj   +1 more source

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, Mohd Fikri Ishak, Che Rosmawati Che Mat, Aeshah Mohd Ali, Zulkifli Saidun   +4 more
doaj   +1 more source

Relationship between satisfaction with mental health services, personal recovery and quality of life among service users with psychosis: a cross-sectional study

BMC Health Services Research, 2021
Background Mental health policy internationally emphasizes patient centredness and personal recovery. This study investigated the relationship between satisfaction with mental health services among service users with psychosis in Norway, and personal ...
Regina Skar-Fröding, Hanne Kristin Clausen, Jūratė Šaltytė Benth, Torleif Ruud, Mike Slade, Kristin Sverdvik Heiervang   +5 more
doaj   +1 more source

Effects of Service Recovery Expectation and Recovery Justice on Customer Citizenship Behavior in the E-Retailing Context

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, Beilei Liu, Mengmeng Song, Jinnan Wu   +3 more
doaj   +1 more source

Research on the Influence of Emotional Intelligence and Emotional Labor on the Service Recovery Effect of Online Travel Agency

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
doaj   +1 more source

Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty

Jurnal Manajemen Teori dan Terapan, 2021
This study will examine the relationship between the impact of service failure and service recovery on customer satisfaction and loyalty. The research objective was to determine the effect of service failure can be up to customer loyalty.
Adi Yudi, Endang Ruswanti
doaj   +1 more source

Relationship intention and satisfaction following service recovery: The mediating role of perceptions of service recovery in the cell phone industry

South African Journal of Economic and Management Sciences, 2015
In an industry characterised by fierce competition, cell phone network providers find it increasingly difficult to retain their customers after service failure.
L Kruger, P Mostert, LT De Beer
doaj   +1 more source

An Empirical Study on Service Recovery Satisfaction in an Open and Distance Learning Higher Education Institution in Malaysia

International Review of Research in Open and Distributed Learning, 2020
This study investigated the relationships among justice dimensions (distributive, procedural, interpersonal, and informational), university image, service recovery satisfaction, and customer behavioural outcomes (trust, word of mouth, repurchase ...
Mohd Rushidi bin Mohd Amin, Shishi Kumar Piaralal, Yon Rosli bin Daud, Baderisang bin Mohamed   +3 more
doaj   +1 more source

THE EFFECT OF SERVICE QUALITY, SERVICE RECOVERY, AND BRAND IMAGE ON RIDERSHIP LOYALTY MEDIATED BY RIDER SATISFACTION (STUDY ON MRT JAKARTA PASSENGERS)

Malaysian Journal of Computing, 2023
This study aims to determine the effect of service quality, service recovery, and brand image on ridership loyalty through rider satisfaction among MRT Jakarta users.
Muhammad Iqbal Firdaus, Lis Lesmini2, Bayu Izaghi, Bayu Izaghi, Bayu Izaghi   +3 more
doaj   +1 more source