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Impact of eCommerce service quality, recovery service quality, and satisfaction in Indonesia
2017 International Conference on Sustainable Information Engineering and Technology (SIET), 2017Managing recovery service quality, service quality and satisfaction of eCommerce services is highly significant for businesses' long-term growth. Previous research revealed that e-retailers experience difficulty maintaining customer satisfaction despite the rapid growth of eCommerce business.
null Hendra +3 more
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The role of service recovery in HMO satisfaction.
Marketing health services, 1999Complaint handling and service recovery by HMOs may be more efficient to implement and more determinant of customer satisfaction and retention than other approaches such as improving access to care. The current findings are consistent with research on recovery efforts in other industries.
D, Sarel, H, Marmorstein
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Matching service failures and recovery options toward satisfaction
The Service Industries Journal, 2018Service failures are inevitable in any service delivery process that establishes the need for a good service recovery.
Victor John M. Cantor, Richard C. Li
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Effects of Service Recovery on Customer Satisfaction and Loyalty
2016ABSTRACT: Purpose – This paper aims to contribute to a growing body of service recovery knowledge by examining the relationship between service recovery, consumer satisfaction and loyalty in a B2b logistics environment. Design/methodology/approach – A conceptual framework encompassing the concepts of service recovery, communication, customer ...
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Service recovery satisfaction and customer commitment in the airline business
African Journal of Economic and Management Studies, 2019Purpose The purpose of this paper is to examine the precursors and outcomes of service recovery satisfaction and customer commitment among airline business customers. Design/methodology/approach Data were collected from airline travellers in South Africa using a structured questionnaire. Structural equation modelling was used to analyse the proposed
Matikity, R. +2 more
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Choice, Perceived Control, and Customer Satisfaction: The Psychology of Online Service Recovery
CyberPsychology & Behavior, 2008Service failures and consequent recoveries have been identified as critical determinants of customer retention. Therefore, effective service recovery programs warrant further exploration, particularly in the online shopping environment, where consumers can receive immediate and tangible service recovery. The results of the present study suggest that by
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Service Recovery Strategies Based on Customer "Second Satisfaction"
2011 International Conference on Management and Service Science, 2011Service failure is determined by the characteristics of the service, so it is inevitable. This paper discusses customer buying behavior that it based on the intention of the customer service response pattern, response forms, response to the cause of complaints (or do not complain) after service failure, which discusses the formation mechanism of the ...
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The effects of service recovery on customer satisfaction
Korean Journal of Hospitality & Tourism, 2020Jung-Yun Yang +2 more
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How Sincere is an Apology? Recovery Satisfaction in A Robot Service Failure Context
Journal of Hospitality and Tourism Research, 2021Yaou Hu, Hyounae Min, Na Su
exaly
Customer satisfaction, service failure, and service recovery
2008Anna S. Mattila, Heejung Ro
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