Results 221 to 230 of about 43,287 (259)
Some of the next articles are maybe not open access.
A customer-dominant logic on service recovery and customer satisfaction
Management Decision, 2016Purpose Service recovery is a challenge to organizations because customers will respond to recovery processes and outcomes differently. Yet, there are few studies that examine the antecedents of customer co-recovery. Hence, the purpose of this paper is to adopt a customer-dominant logic to explore the antecedents of customer co-creation of service ...
Wai Ming To
exaly +2 more sources
Journal of Service Theory and Practice, 2020
PurposeThis study aims to explore whether frontline employees' service recovery performance as well as customers' recovery satisfaction (RS) act as mediating mechanisms that simultaneously transmit the positive influence of an integrated service recovery system (SRS) on customers' service loyalty (SL).Design/methodology/approachA total of 134 useable ...
Pallavi R. Kamath +2 more
openaire +1 more source
PurposeThis study aims to explore whether frontline employees' service recovery performance as well as customers' recovery satisfaction (RS) act as mediating mechanisms that simultaneously transmit the positive influence of an integrated service recovery system (SRS) on customers' service loyalty (SL).Design/methodology/approachA total of 134 useable ...
Pallavi R. Kamath +2 more
openaire +1 more source
Service Recovery Satisfaction in the Government and Private Hospitals
Medical Research Archives, 2022Purpose: The present study was undertaken to examine the service recovery satisfaction in the government and private hospitals by using the conceptual framework of justice theory. The study examines the reasons of service failure and the relationship between the demographic factors and the patient care facilities available in the hospitals. Methodology:
Muskan Gupta, Pooja Arora, Anand Sharma
openaire +1 more source
Study on Service Recovery Satisfaction
2009 First International Conference on Information Science and Engineering, 2009This study reviewed results currently available on antecedents of service recovery satisfaction, especially on the effects of perceived justice. Based on expectation-disconfirmation paradigm and justice theory, we proposed and empirically examined the model of service recovery satisfaction. The results showed that outcome justice and procedural justice
Zongjun Song, Shenghua Jia
openaire +1 more source
Modeling Structure of Customer Satisfaction with Service Recovery
2010 International Conference on Service Sciences, 2010The research results from the attribution theory, equity theory and expectation theory in service recovery have heavy impacts on understanding customer satisfaction with service recovery performance. In this work, the causal relations among these theories are analyzed with influence diagram.
Hua Yuan, Yu Qian 0003, Feng Zhuo
openaire +1 more source
Effects of Justice on Service Recovery Satisfaction
2010 International Conference on Management and Service Science, 2010This study reviews literatures currently available on the effects of perceived justice on service recovery satisfaction, especially on their relative weight. Based on justice theory, we propose hypotheses in the model of service recovery satisfaction and empirically examine them in restaurant industry.
Zongjun Song, Shenghua Jia
openaire +1 more source
Patient Satisfaction Is Improved With Exposure to Trauma Recovery Services
Journal of the American Academy of Orthopaedic Surgeons, 2019Introduction: The purpose of this study is to assess the impact of Trauma Recovery Services (TRS), a program facilitating engagement and recovery on satisfaction after orthopaedic trauma. Methods: Two hundred ninety-four patients with surgically managed extremity fractures were ...
Natasha M, Simske +4 more
openaire +2 more sources
Customer satisfaction with service recovery
Journal of Business Research, 2009Abstract This commentary is about the article, “Satisfaction with Service Recovery: Perceived Justice and Emotional Responses” (Rio-Lanza, Vazquez-Casielles, and Diaz-Martin, this issue). Never before have so many services been bought, sold, and consumed as they are today. Competition today is fierce.
openaire +1 more source
Recovery Voice and Satisfaction After Service Failure
Journal of Service Research, 2007Past research studies on service failures and recovery have conceptualized “voice” in terms of customers having an opportunity to air complaints after failures occur. In contrast, the authors introduce the concept of recovery voice , which entails a service provider asking a customer (after a failure has occurred) what the firm can do to rectify the ...
Karande, Kiran +2 more
openaire +2 more sources
2015 IEEE/ACIS 16th International Conference on Software Engineering, Artificial Intelligence, Networking and Parallel/Distributed Computing (SNPD), 2015
The study examines the perception of fairness in cloud service and how it affects the level of service recovery satisfaction and behavioral intentions. A structured questionnaire was used to collect data. The findings showed that service recovery satisfaction was significantly affected by three of four-dimensional fairness. The behavioral intentions in
Montri Lawkobkit, Ravipa Larpsiri
openaire +1 more source
The study examines the perception of fairness in cloud service and how it affects the level of service recovery satisfaction and behavioral intentions. A structured questionnaire was used to collect data. The findings showed that service recovery satisfaction was significantly affected by three of four-dimensional fairness. The behavioral intentions in
Montri Lawkobkit, Ravipa Larpsiri
openaire +1 more source