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Articles (11)

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1-10 of 11 results for postrecovery satisfaction

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Select article: The Impact of Failure Severity,Prior Failure,and Company Control on Service Recovery Outcomes

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Research article

First published 2011-8

The Impact of Failure Severity,Prior Failure,and Company Control on Service Recovery Outcomes

Teresa K. Betts, Matthew S. Wood, Suresh K. Tadisina

Journal of Leadership & Organizational Studies

Select article: Will You Tolerate This? The Impact of Affective Commitment on Complaint Intention and Postrecovery Behavior

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Research article

First published 2011-11

Will You Tolerate This? The Impact of Affective Commitment on Complaint Intention and Postrecovery Behavior

Heiner Evanschitzky, Christian Brock, Markus Blut

Journal of Service Research

Select article: Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts

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First published 2004-05

Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts

Anna S. Mattila, Paul G. Patterson

Journal of Service Research

Select article: An Examination of Factors Affecting Service Recovery in a Restaurant Setting

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Research article

First published 1999-08

An Examination of Factors Affecting Service Recovery in a Restaurant Setting

Anna S. Mattila

Journal of Hospitality & Tourism Research

Select article: An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery

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Research article

First published 2000-11

An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery

Michael A. McCollough, Leonard L. Berry, Manjit S. Yadav

Journal of Service Research

Select article: The “Terminal” Effects of Service Failure on Airlines: Examining Service Recovery with Justice Theory

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Research article

First published 2018-1

The “Terminal” Effects of Service Failure on Airlines: Examining Service Recovery with Justice Theory

Steven J. Migacz, Suiwen (Sharon) Zou, James F. Petrick

Journal of Travel Research

Select article: The Influence of Failure Severity and Employee Effort on Service Recovery in a Service Guarantee Context

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Research article

First published 2010-11

The Influence of Failure Severity and Employee Effort on Service Recovery in a Service Guarantee Context

Lisa McQuilken

Australasian Marketing Journal

Select article: The Impact of Gender Role on Recovery from Bone Marrow Transplantation

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First published 2002-10

The Impact of Gender Role on Recovery from Bone Marrow Transplantation

Patricia Case

Illness,Crisis & Loss

Select article: Discrete Negative Emotions and Customer Dissatisfaction Responses in a Casual Restaurant Setting

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Research article

First published 2008-02

Discrete Negative Emotions and Customer Dissatisfaction Responses in a Casual Restaurant Setting

Anna S. Mattila, Heejung Ro

Journal of Hospitality & Tourism Research

Select article: When and Why Saying “Thank You” Is Better Than Saying “Sorry” in Redressing Service Failures: The Role of Self-Esteem

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Research article

First published 2020-3

When and Why Saying “Thank You” Is Better Than Saying “Sorry” in Redressing Service Failures: The Role of Self-Esteem

Yanfen You, Xiaojing Yang, Lili Wang [...]

Journal of Marketing

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