A bibliometric investigation of service failure literature and a research agenda
Purpose This paper aims to study the citations made in service failure literature and
assesses the knowledge construction of this region of exploration to date …
assesses the knowledge construction of this region of exploration to date …
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 …
The effects of online negative word‐of‐mouth on dissatisfied customers: A frustration–aggression perspective
Conceptualizing how customers construe online negative word‐of‐mouth (nWOM) following
failure experiences remains unsettled, leaving providers with inconclusive recovery strategy …
failure experiences remains unsettled, leaving providers with inconclusive recovery strategy …
An exploration into the practice of online service failure and recovery strategies in the Balkans
To help managers better balance online service failures and recovery strategies,
organisations are increasingly offering a variety of recovery programmes. Anecdotal reports …
organisations are increasingly offering a variety of recovery programmes. Anecdotal reports …
Service quality and word of mouth: a study of the banking sector
K Choudhury - International Journal of Bank Marketing, 2014 - emerald.com
Purpose–The purpose of this paper is to explore the influence of the dimensions of service
quality on customers' word-of-mouth (WOM) in the context of the retail banking industry …
quality on customers' word-of-mouth (WOM) in the context of the retail banking industry …
[PDF][PDF] Consumer Complaint Behavior: A Literature Review and Research Agenda.
Consumer complaint behavior (CCB) is closely related to consumer satisfaction and is a
behavior of consumers in case of dissatisfaction. In some instances, consumers may remain …
behavior of consumers in case of dissatisfaction. In some instances, consumers may remain …
Customer e-complaining behaviours using social media
This paper develops a conceptual framework about customer complaining behaviours
(CCB), using social media. Specifically, this research expands the current understanding of …
(CCB), using social media. Specifically, this research expands the current understanding of …
Service reliability assessment using failure mode and effect analysis (FMEA): survey and opportunity roadmap
A Sutrisno, TJ Lee - International journal of engineering, science and …, 2011 - ajol.info
Abstract Despite Failure Mode and Effect Analysis (FMEA) being a strategic technique for
creation of error free service operation, detailed survey study and development of …
creation of error free service operation, detailed survey study and development of …
Can a smile help healing service failures? The interplay of employee emotions, guest emotions and justice perceptions for successful service recoveries in the …
NE Stokburger-Sauer, V Hofmann - Journal of Hospitality and Tourism …, 2023 - Elsevier
Drawing on emotional contagion and justice theory, this paper investigates frontline
employees' emotions as drivers of guests' emotions and guest behavior in hospitality service …
employees' emotions as drivers of guests' emotions and guest behavior in hospitality service …
Service quality and customers' behavioural intentions: Class and mass banking and implications for the consumer and society
K Choudhury - Asia Pacific Journal of Marketing and Logistics, 2015 - emerald.com
Purpose–The purpose of this paper is to explore how the different dimensions of service
quality influence customers' behavioural intentions in the private and public sector banks …
quality influence customers' behavioural intentions in the private and public sector banks …