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Articles (110)

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1-10 of 110 results for service encounter failure

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Select article: Immigrants versus Nationals: When an Intercultural Service Encounter Failure Turns to Verbal Confrontation

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Research article

First published 2013-4

Immigrants versus Nationals: When an Intercultural Service Encounter Failure Turns to Verbal Confrontation

Guillaume D. Johnson, Yuvay J. Meyers, Jerome D. Williams

Journal of Public Policy & Marketing

Select article: An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters

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First published 1998-08

An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters

Amy K. Smith, Ruth N. Bolton

Journal of Service Research

Select article: A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

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Research article

First published 1999-8

A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

Amy K. Smith, Ruth N. Bolton, Janet Wagner

Journal of Marketing Research

Select article: The Price of Good Friendships: Examining the Roles of Relationship Norms and Perceived Controllability in Service Failure Encounters

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Research article

First published 2023-1

The Price of Good Friendships: Examining the Roles of Relationship Norms and Perceived Controllability in Service Failure Encounters

Zongchao Cathy Li, Weiting Tao, Linwan Wu

International Journal of Business Communication

Select article: Theoretical Advances in Service Breakdown Prevention and Recovery: Rich Service Enactment to Improve Server-Client Interactions and Outcomes

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First published 2023-5

Theoretical Advances in Service Breakdown Prevention and Recovery: Rich Service Enactment to Improve Server-Client Interactions and Outcomes

Rouxelle de Villiers, Arch G. Woodside, Pornchanoke Tipgomut

Australasian Marketing Journal

Select article: Deck the Halls With Boughs of Holly to Soften Evaluations of Service Failure

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Research article

First published 2018-11

Deck the Halls With Boughs of Holly to Soften Evaluations of Service Failure

Joshua D. Newton, Jimmy Wong, Riza Casidy

Journal of Service Research

Select article: Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

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Research article

First published 1990-4

Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

Mary Jo Bitner

Journal of Marketing

Select article: PIECING TOGETHER SERVICE QUALITY: A FRAMEWORK FOR ROBUST SERVICE*

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First published 2003-06

PIECING TOGETHER SERVICE QUALITY: A FRAMEWORK FOR ROBUST SERVICE*

DOUGLAS M. STEWART

Production and Operations Management

Select article: The Effect of Customers’ Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments

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Research article

First published 2002-01

The Effect of Customers’ Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments

Amy K. Smith, Ruth N. Bolton

Journal of the Academy of Marketing Science

Select article: The role of cumulative online purchasing experience in service recovery management

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First published 2005-8

The role of cumulative online purchasing experience in service recovery management

Betsy Bugg Holloway, Sijun Wang, Janet Turner Parish

Journal of Interactive Marketing

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