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The Service Industries Journal Volume 32, 2012 - Issue 1
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Original Articles

The role of customer affection and trust in loyalty rebuilding after service failure and recovery

Suna La Department of Management, Korea National Open University, 169 Dongsung-Dong, Jongro-Gu, Seoul, 110-791, Republic of KoreaCorrespondence[email protected]
&
Beomjoon Choi College of Business Administration, California State University, Sacramento, CA 95819, USA
Pages 105-125 | Received 07 Mar 2010, Accepted 30 Aug 2010, Published online: 16 Feb 2011

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Chieh-Peng Lin, Chou-Kang Chiu, Chu-Mei Liu, Kuang-Jung Chen & Chieh-Yu Hsiao. (2018) Modeling e-loyalty: a moderated-mediation model. The Service Industries Journal 38:15-16, pages 1160-1178.
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Davoud Nikbin, Sunghyup Sean Hyun, Mohammad Iranmanesh, Amin Maghsoudi & Chul Jeong. (2016) Airline Travelers' Causal Attribution of Service Failure and Its Impact on Trust and Loyalty Formation: The Moderating Role of Corporate Social Responsibility. Asia Pacific Journal of Tourism Research 21:4, pages 355-374.
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