Results 31 to 40 of about 382,641 (307)

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

Generalizing survey results from student samples: Implications from service recovery research [PDF]

, 2008
Using college students as research subjects in consumer research may or may not be appropriate. This paper discusses external validity of research findings using student subjects as surrogates for consumers in experimental, particularly scenario based,
Back, Ki-Joon, Ok, Chihyung, Shanklin, Carol W.   +2 more
core   +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

E-SERVICE QUALITY AND E–RECOVERY SERVICE QUALITY ON E–SATISFACTION LAZADA.COM

JRMSI - Jurnal Riset Manajemen Sains Indonesia, 2017
The purpose of thus research is to find the impact of e-service quality and e – recovery service quality toward e-satisfaction of consumer at online marketplace Lazada. This research is triggered by the decreasing percentage of Top Brand Award on every category Lazada is in.
Hidayah, Riski Taufik, Utami, Eristy Minda   +1 more
openaire   +4 more sources

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  

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 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

Anteseeden dan Konsekuensi dari Severity Of Other Customer Failure [PDF]

, 2011
The background of this research was to conduct a profound study of impact of other-customer failure The purpose of this paper is to investigate how and why other-customer misbehavior has a negative influence on customer satisfaction with the service firm.
Budiwati, N. (Nina), Hermawan, A. (asep)
core   +4 more sources

Corporate image: a service recovery perspective [PDF]

, 2015
This article explores direct and indirect antecedents that contribute to corporate image formation in a service recovery context. Two studies were carried out in Egypt.
Attia Ashraf M., Barich Howard, Bies Robert, Chip Bell, Cornelissen Joep, Craig C. Samuel, Cristiana R. Lages, de Mooij Marieke, de Mooij Marieke, Des Thwaites, Dillman D., Glaser Barney, Gummesson Evert, Hair Joseph F., Haseeb A. Shabbir, Ind Nicholas, Jöreskog Karl G., Kotler Philip, Miles Matthew B., Mostafa Rania B., Peter Paul J., Rania B. Mostafa, Saunders Mark, Valenzuela Fredy-Roberto, Zemke Ron   +24 more
core   +2 more sources

A light‐triggered Time‐Resolved X‐ray Solution Scattering (TR‐XSS) workflow with application to protein conformational dynamics

FEBS Open Bio, EarlyView.
Time‐resolved X‐ray solution scattering captures how proteins change shape in real time under near‐native conditions. This article presents a practical workflow for light‐triggered TR‐XSS experiments, from data collection to structural refinement. Using a calcium‐transporting membrane protein as an example, the approach can be broadly applied to study ...
Fatemeh Sabzian‐Molaei, Fredrik Orädd, Konstantinos Magkakis, Magnus Andersson   +3 more
wiley   +1 more source