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Articles (148)

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1-10 of 148 results for service recovery satisfaction

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Select article: The Effect of Perceived Justice and Attributions Regarding Service Failure and Recovery on Post-Recovery Customer Satisfaction and Service Quality Attitudes

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Research article

First published 2000-11

The Effect of Perceived Justice and Attributions Regarding Service Failure and Recovery on Post-Recovery Customer Satisfaction and Service Quality Attitudes

Michael A. McCollough

Journal of Hospitality & Tourism Research

Select article: Recovery Voice and Satisfaction After Service Failure

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First published 2007-11

Recovery Voice and Satisfaction After Service Failure

Kiran Karande, Vincent P. Magnini, Leona Tam

Journal of Service Research

Select article: How Sincere is an Apology? Recovery Satisfaction in A Robot Service Failure Context

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Research article

First published 2021-8

How Sincere is an Apology? Recovery Satisfaction in A Robot Service Failure Context

Yaou Hu, Hyounae (Kelly) Min, Na Su

Journal of Hospitality & Tourism Research

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

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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 Effect of Compensation Size on Recovery Satisfaction After Group Service Failures: The Role of Group Versus Individual Service Recovery

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Research article

First published 2019-2

The Effect of Compensation Size on Recovery Satisfaction After Group Service Failures: The Role of Group Versus Individual Service Recovery

Arne K. Albrecht, Tobias Schaefers, Gianfranco Walsh [...]

Journal of Service Research

Select article: Choice,Perceived Control,and Customer Satisfaction: The Psychology of Online Service Recovery

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Research article

First published 2008-06

Choice,Perceived Control,and Customer Satisfaction: The Psychology of Online Service Recovery

Chia-Chi Chang

Cyberpsychology,Behavior,and Social Networking

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