Results 21 to 30 of about 6,768,349 (202)

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, Sang-Soo Kim, Bum-Seok Kim   +2 more
doaj   +1 more source

Does ethnocentrism work? Evaluating the effect of airlines service recovery strategies on airline brand equity

Cogent Business & Management
The study aims to investigate how corporate social responsibility (CSR), service recovery effort, severity of service failure, and ethnocentrism affect service recovery satisfaction and airline brand equity among Malaysia Airlines passengers ...
Nor Asiah Omar, Nur Aqilah Hazirah Mohd Anim, Taslima Jannat, Muhamad Azrin Nazri, Syed Shah Alam, Hafizah Omar Zaki   +5 more
doaj   +1 more source

Encouraging Brand Evangelism Through Failure Attribution and Recovery Justice: The Moderating Role of Emotional Attachment

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

Customer Loyalty during Disasters: The Case of Internet Service Providers Amidst Typhoon Odette in Central Philippine Urban Districts

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, Donna Marie Rivero, Alma Arnejo, Nadine May Atibing, Joerabell Lourdes Aro, Angelo Burdeos, Kafferine Yamagishi, Lanndon Ocampo   +7 more
doaj   +1 more source

Service failure recovery on customer recovery satisfaction and attitude loyalty for airline industry: the moderating effect of brand authenticity

Cogent Business & Management
The study aims to investigate the relationship between service failure recovery, customer recovery satisfaction, and attitude loyalty for airline industry. The author propose an experimentally determined model of service recovery based on the function of
Van Dat Tran
doaj   +1 more source

The impact of perceived justice on behavioural intentions in retail banking : an investigation of explanatory roles of service recovery and overall satisfaction [PDF]

The Retail and Marketing Review, 2020
Customers’ behavioural intentions following a service failure is a major concern in the retail banking sector, especially given the fact that the cost of keeping an existing customer is much less than that of acquiring a new one.
D Musiiwa, Prof P Khaola, Prof P Rambe, Prof C Chipunza   +3 more
doaj  

The More Realism, the Better? How Does the Realism of AI Customer Service Agents Influence Customer Satisfaction and Repeat Purchase Intention in Service Recovery

Behavioral Sciences
Nowadays, human customer service is increasingly being replaced by artificial intelligence (AI) customer service agents. Service recovery plays a crucial role in shaping consumer experiences and business profitability.
Yuting Hu, Ya Xiao, Yi Hua, Yi Fan, Feng Li   +4 more
doaj   +1 more source

Entropy‐Driven Design of Low‐Melting‐Point Alloys via Compositionally Complex Strategy

Advanced Engineering Materials, EarlyView.
Conventional low‐melting‐point alloys (LMPAs) are limited by a narrow compositional space and inherent property trade‐offs. This review presents an entropy‐driven design strategy that overcomes these limitations, ushering in a new class of low‐melting‐point compositionally complex alloys (LMCCAs).
Yinghui Shang, Jianxiang Zhao, Zhaoqi Chen, Hao Gong, Yinsen Yan, Junlei Tao, Yong Yang   +6 more
wiley   +1 more source

Emotions' influence on customers’ e-banking satisfaction evaluation in e-service failure and e-service recovery circumstances

Social Sciences and Humanities Open, 2022
Purpose: The growth in electronic banking platforms resulted in the unintended effect of minimising the customer-service provider physical interactions that were instrumental in managing negative emotions emanating from service failure.
Brighton Nyagadza, Gideon Mazuruse, Asphat Muposhi, Tinashe Chuchu, Tendai Makoni, Brain Kusotera   +5 more
doaj   +1 more source

Biodegradable and Biocompatible Functional Polymers for Biomedical Applications

Advanced Functional Materials, EarlyView.
Biodegradable and biocompatible functional polymers integrate electrical, mechanical, and stimuli‐responsive functionalities while enabling programmed degradation under physiological conditions. This review introduces recent advances in conductive, shape‐memory, self‐healing, photocurable, and adhesive polymer systems, emphasizing material design ...
Won Bae Han, Shuvra Mondal, Sungkeun Han, Chan‐Hwi Eom, Venkata Ramesh Naganaboina, Suk‐Won Hwang   +5 more
wiley   +1 more source