A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights
Research studies on brand transgression (BT), service failure and recovery (SFR), and
product-harm crisis (PHC) appear to have a common focus, yet the three streams developed …
product-harm crisis (PHC) appear to have a common focus, yet the three streams developed …
Service crisis recovery and firm performance: Insights from information breach announcements
The extant literature has studied the effects of a firm's service recovery efforts on the
reactions of customers and employees following an individual service failure. However, the …
reactions of customers and employees following an individual service failure. However, the …
The service recovery journey: Conceptualization, integration, and directions for future research
Y Van Vaerenbergh, D Varga… - Journal of Service …, 2019 - journals.sagepub.com
Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …
service experience. Although the literature identifies an extensive set of organizational …
[图书][B] Services marketing: People, technology, strategy
J Wirtz, C Lovelock - 2021 - books.google.com
Services Marketing: People, Technology, Strategy is the ninth edition of the globally leading
textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively …
textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively …
Effects of social interaction dynamics on platforms
Despite the increasing relevance of online social interactions on platforms, there is still little
research on the temporal interaction dynamics between electronic word-of-mouth (eWOM, a …
research on the temporal interaction dynamics between electronic word-of-mouth (eWOM, a …
Enhancing value co-creation behaviour in digital peer-to-peer platforms: An integrated approach
The rising number of digital peer-to peer (P2P) platforms, eg Airbnb and HomeAway, has
shaken up the hospitality industry by creating a specific context that leverages peer value co …
shaken up the hospitality industry by creating a specific context that leverages peer value co …
Interactivity in online chat: Conversational cues and visual cues in the service recovery process
Use of both verbal and nonverbal cues in computer-mediated communication can influence
customers' perceptions and their behavioral intentions. Drawing on the compensation effect …
customers' perceptions and their behavioral intentions. Drawing on the compensation effect …
Shareholder value implications of service failures in triads: The case of customer information security breaches
The rise in front-end service outsourcing in recent years, despite its advantages, has also
exposed buyer firms to unique challenges. One of the most salient risks for buyer firms in …
exposed buyer firms to unique challenges. One of the most salient risks for buyer firms in …
The evolution of E-WOM intentions: A two time-lag interval approach after service failures
CZ Yang, HY Ha - Journal of Hospitality and Tourism Management, 2023 - Elsevier
E-WOM intentions and their drivers are dynamic. Although substantial research has shown
WOM's dynamic nature, it remains unanswered whether E-WOM intentions and their drivers …
WOM's dynamic nature, it remains unanswered whether E-WOM intentions and their drivers …
Understanding the role of frontline employee felt obligation in services: 解读在服务领域一线员工中感知义务的作用
这项研究基于社会交换理论， 研究了感觉义务的机制， 该机制支撑了感知支持的三个关键形式（
组织， 主管和团队） 与三个关键一线员工工作成果之间的联系。 我们的结果基于呼叫中心的347 …
组织， 主管和团队） 与三个关键一线员工工作成果之间的联系。 我们的结果基于呼叫中心的347 …