Results 271 to 280 of about 382,641 (307)
Some of the next articles are maybe not open access.
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 ...
openaire +1 more source
ELECTRONIC SERVICE QUALITY AND ELECTRONIC SERVICE RECOVERY QUALITY EFFECT ON CONSUMER SATISFACTION
2022Bu araştırmanın amacı, çevrimiçi alışveriş yapan bireylerden elde edilen bilgiler doğrultusunda algılanan e-hizmet kalitesi boyutları ve algılanan e-hizmet telafi kalitesi boyutlarının, e-memnuniyet üzerindeki etkilerini inceleyerek, e-memnuniyet oluşumunda tüketicilerin hangi boyutlara daha fazla önem verdiğini tespit etmektir.
ÖZDEMİR, Mustafa, ÇATALTEPE, Onur
openaire +2 more sources
The Service Recovery Strategies, Customer Satisfaction, Customer Loyalty
Asian Journal on Quality, 2007This paper reports on a study investigating key attributes of service recovery strategies in internet shopping mall. In theses day, service recovery has received important attention in the service operation management literature. Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied consumers and
openaire +1 more source
Satisfaction with service recovery: Perceived justice and emotional responses
Journal of Business Research, 2009article i nfo This study examines the relationship between perceived justice, emotions, and satisfaction during service recovery (SR). The current research work proposes a model analyzing the direct effects of justice on satisfaction, along with its indirect effects, via emotions. A field study that captures consumer perceptions of actual SR situations
Ana Belén del Río-Lanza +2 more
openaire +1 more source
Survey Research on Relationship among Service Failures, Service Recovery and Customer Satisfaction
2007 International Conference on Management Science and Engineering, 2007The author conducts a survey research on the service in a third-class hospital in Beijing. Patients and their relatives, who have consumed service in the hospital, are asked to answer questionnaires. Validating function of structural equation modeling (SEM) is used to testify: (1) influence of service failures on service recovery is remarkable and ...
null Li Xin, Wang Rong
openaire +1 more source
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
openaire +1 more source
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
openaire +1 more source
Cancer risk among World Trade Center rescue and recovery workers: A review
Ca-A Cancer Journal for Clinicians, 2022Paolo Boffetta +2 more
exaly
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 ...
openaire +1 more source
Planning for post‐pandemic cancer care delivery: Recovery or opportunity for redesign?
Ca-A Cancer Journal for Clinicians, 2021Pelin Cinar +2 more
exaly