Results 1 to 10 of about 43,287 (259)
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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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
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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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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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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 +5 more
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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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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
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