Our research examines the perceptions and evaluations of prospective customers toward an
online negative review and any accompanying hotel response. The study explores two main …

To explore when the presence of compensation enhances repurchase intentions after a
service failure, the authors use an experimental procedure and evaluate the impact of …

Research on consumer technology adoption has predominantly focused on technology
acceptance models; the role of consumers' affective states and individual characteristics has …

Researchers have recently investigated the efficacy of different strategies for recovery from
service failure. This paper reports 2 studies that test the effects of a reactive (compensation) …

Mobile device technology is transforming the retail shopping experience. Today's
consumers are mobile dependent, preferring to consult with their phone, instead of using the …

Purpose The purpose of this study is to conceptualize and analyze a framework that
provides greater understanding toward the impact of service recovery antecedents such as …

Anecdotal evidence suggests that service guarantees and requests by service workers to
complain encourage customers to voice following failure, while holding negative word of …

The world of selling and sales management has changed dramatically in the past decade.
Sales organizations face amore complex work environment marked by increasing customer …

Abstract Service failures and consequent recoveries have been identified as a critical
determinant of customer retention. Hence, effective service recovery programs warrant …

Purpose The purpose of this study is to examine how a service provider's offer quality is
evaluated (OQ). This study shows that attitude toward the salesperson in a service context …