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Articles (373)

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1-10 of 373 results for customer recovery

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Select article: Hospitality Recovery Strategies: Customer Preference versus Firm Use

Retricted access

Research article

First published 1999-02

Hospitality Recovery Strategies: Customer Preference versus Firm Use

K. Douglas Hoffman, Beth G. Chung

Journal of Hospitality & Tourism Research

Select article: The Role of Customer Relationship Vulnerability in Service Recovery

Open access

Research article

First published 2024-5

The Role of Customer Relationship Vulnerability in Service Recovery

Sadrac Cenophat, Martin Eisend, Tomás Bayón [...]

Journal of Service Research

Select article: Diffusing Customer Anger in Service Recovery: A Conceptual Framework

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Research article

First published 2003-7

Diffusing Customer Anger in Service Recovery: A Conceptual Framework

Doan T. Nguyen, Janet R. McColl-Kennedy

Australasian Marketing Journal

Select article: Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction

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Research article

First published 2013-8

Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction

Zheng Fang, Xueming Luo, Minghua Jiang

Journal of Service Research

Select article: The impact of service recovery output/process on customer satisfaction and loyalty: The case of the airline industry

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Research article

First published 2019-4

The impact of service recovery output/process on customer satisfaction and loyalty: The case of the airline industry

Reza Etemad-Sajadi, Laura Bohrer

Tourism and Hospitality Research

Select article: The Impact of Process Recovery Communication on Customer Satisfaction,Repurchase Intentions,and Word-of-Mouth Intentions

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Research article

First published 2012-8

The Impact of Process Recovery Communication on Customer Satisfaction,Repurchase Intentions,and Word-of-Mouth Intentions

Yves Van Vaerenbergh, Bart Larivière, Iris Vermeir

Journal of Service Research

Select article: The Influence of Service Recovery Strategies on Resilience to Switching Intentions Among Customers of Commercial Banks in Tanzania: The Mediating Effect of Customer Loyalty

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Research article

First published 2023

The Influence of Service Recovery Strategies on Resilience to Switching Intentions Among Customers of Commercial Banks in Tanzania: The Mediating Effect of Customer Loyalty

Ismail J. Ismail

FIIB Business Review

Select article: The Impacts of Service Failure and Recovery Efforts on Airline Customers’ Emotions and Satisfaction

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Research article

First published 2019-7

The Impacts of Service Failure and Recovery Efforts on Airline Customers’ Emotions and Satisfaction

Xun Xu, Wenhui Liu, Dogan Gursoy

Journal of Travel Research

Select article: Customer Incivility and Service Recovery Performance: Job Crafting as a Buffer

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Research article

First published 2023-4

Customer Incivility and Service Recovery Performance: Job Crafting as a Buffer

Adil Zahoor, Mushtaq Ahmad Siddiqi

Vision: The Journal of Business Perspective

Select article: Aligning (In)Congruent Chatbot–Employee Empathic Responses with Service-Recovery Contexts for Customer Retention

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Research article

First published 2024-11

Aligning (In)Congruent Chatbot–Employee Empathic Responses with Service-Recovery Contexts for Customer Retention

Hua Fan, Bing Han, Wangshuai Wang

Journal of Travel Research

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