Results 11 to 20 of about 382,641 (307)
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
doaj +1 more source
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
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
Managing online service recovery: procedures, justice and customer satisfaction [PDF]
Journal of Service Theory and Practice, 2016 Purpose The internet has changed the way services are delivered and has created new forms of customer-firm interactions. Whilst online service failures remain inevitable, the internet offers opportunities for delivering efficient service recovery through the online channel.
Crisafulli, Benedetta, Singh, Jaywant
openaire +4 more sources
Business to Business Marketing: Service Recovery and Customer Satisfaction Issues with Ocean Shipping Lines [PDF]
, 2000 The tenets of relationship marketing are useful in understanding the success of a service provider. Based on a sample of 221 firms in Singapore that use ocean freight shipping services, examines service recovery issues related to satisfaction.
Durvasula, Srinivas +2 more
core +2 more sources
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
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 +3 more
doaj +1 more source
Influence of emotions displayed by employees during service recovery [PDF]
Spanish Journal of Marketing-ESIC, 2021 Purpose – While research evidences how customers’ emotions can influence their consumer experience, understanding of how employees’ displayed emotions affect the customer service experience is more limited.
María Sicilia +2 more
doaj +1 more source
The effects of job satisfaction, employee commitment, workplace friendship and team culture on service recovery performance [PDF]
Management Science Letters, 2016 The existing literature has called for more studies to be conducted on how human resource activities affect service recovery performance. This study therefore ascertains the effects of Job Satisfaction, employee Commitment, Workplace Friendship and Team ...
Abednego Feehi Okoe +2 more
doaj +1 more source
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 +3 more
doaj +1 more source