Results 11 to 20 of about 43,287 (259)
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
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
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
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
Perceived service recovery justice and customer re-patronage intentions: Sequential mediation
Cogent Business & Management, 2021 The aims of this time-lagged study are twofold, first to identify the effect of perceived justice (as a second-order construct) on recovery satisfaction and customer affection; secondly, to investigate the effect of customer affection and recovery ...
Muhammad Asghar Ali +4 more
doaj +1 more source
Perceived Justice and Customer Loyalty in the Situation of Beauty Service Failure
SAGE Open, 2023 The hair salons industry has seen many players coming into the market due to low entry barriers and thus it is getting harder to attract new customers in a highly competitive market. As a result, operators are competing more on delivering better services.
Hyun-Kyung Choi +2 more
doaj +1 more source
Frontiers in Psychology, 2022 Brand evangelism is essential to the profitability of e-shops, but the effects of failure attribution and recovery justice in encouraging brand evangelism in the online service recovery context are not straightforward. Grounded on a framework integrating
Tingting Zhu, Sung Kyu Park
doaj +1 more source
Urban Science, 2023 The impact of service disruptions to critical utility services due to natural disasters is evident during delays in emergency responses and humanitarian relief, especially for urban populations with highly interdependent infrastructures.
Roberto Suson +7 more
doaj +1 more source
THE RELATIONSHIP BETWEEN SERVICE FAILURE, SERVICE RECOVERY AND AIRLINE PASSENGER SATISFACTION
PROCEEDING FOR GLOBAL TOURISM CONFERENCE (GTC) 2021, 2021 Service failures and the following service recovery of a firm can greatly influence customer satisfaction, customer loyalty and the relationship quality with the firm, regardless of other firm’s efforts to establish strong relationships with its customers in the long run.
Siti Falindah Padlee +6 more
openaire +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 +3 more sources