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Articles (34)

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1-10 of 34 results for service failure recovery efforts

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Select article: Service Failure Recovery Efforts in Restaurant Dining: The Role of Criticality of Service Consumption

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Research article

First published 1996-5

Service Failure Recovery Efforts in Restaurant Dining: The Role of Criticality of Service Consumption

D.S. Sundaram, Claudia Jurowski, Cynthia Webster

Journal of Hospitality & Tourism 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 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: A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts

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First published 2002-10

A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts

James G. Maxham, Richard G. Netemeyer

Journal of Marketing

Select article: An Analytical Approach for Allocating Service Recovery Efforts to Reduce Internal Failures

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Research article

First published 2005-02

An Analytical Approach for Allocating Service Recovery Efforts to Reduce Internal Failures

Jacob V. Simons, Mark E. Kraus

Journal of Service Research

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: 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: Service Failure in Online Retailing

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First published 2003-08

Service Failure in Online Retailing

Betsy B. Holloway, Sharon E. Beatty

Journal of Service Research

Select article: The Effects of Severity of Failure and Customer Loyalty on Service Recovery Strategies

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Research article

First published 2004-12

The Effects of Severity of Failure and Customer Loyalty on Service Recovery Strategies

Christopher W. Craighead, Kirk R. Karwan, Janis L. Miller

Production and Operations Management

Select article: The Long-Term Impact of Service Failure and Recovery

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First published 2018-11

The Long-Term Impact of Service Failure and Recovery

Tim Norvell, Piyush Kumar, Mayukh Dass

Cornell Hospitality Quarterly

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