Citations (10)
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Read on this site (3)
Hart O. Awa, Nnachi K. Ikwor & Doris G. Ademe. (2021) Customer satisfaction with complaint responses under the moderation of involvement. Cogent Business & Management 8:1.
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Maria-Eugenia Ruiz-Molina, Teresa Fayos-Gardo & Beatriz Moliner-Velazquez. (2020) Can the Retailer’s ICT Enhance the Impact of Service Recovery Efforts on Customer Satisfaction?. Journal of Relationship Marketing 19:4, pages 329-354.
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Yi-Mu Chen & Tseng-Lung Huang. (2015) Customers’ Attribution of Blame in Chain Store Settings: The Perspectives of Relationship Orientation. Journal of Relationship Marketing 14:3, pages 220-238.
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Articles from other publishers (7)
Ali Raza, Rodoula Tsiotsou, Muhammad Sarfraz & Muhammad Ishtiaq Ishaq. (2023) Trust recovery tactics in financial services: the moderating role of service failure severity. International Journal of Bank Marketing 41:7, pages 1611-1639.
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宇婧 向. (2023) Exploring Users’ Responses to mHealth Service Failure—The Moderating Role of Service Failure Type. Modern Management 13:04, pages 331-342.
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Azzam Rifi & Rania B. Mostafa. (2021) Brand credibility and customer-based brand equity: a service recovery perspective. Journal of Financial Services Marketing 27:1, pages 1-16.
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Steven Kayambazinthu Msosa. (2021) INTEGRATING TECHNOLOGY AND DIGITAL CONNECTIVITY IN SERVICE RECOVERY STRATEGIES TO ACHIEVE RECOVERY SATISFACTION DURING THE COVID-19 PANDEMIC: A HYBRID APPROACH. Baltic Journal of Economic Studies 7:5, pages 1-10.
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Valdimar Sigurdsson, Nils Magne Larsen, Hulda Karen Gudmundsdottir, Mohammed Hussen Alemu, R. G. Vishnu Menon & Asle Fagerstrøm. (2021) Social media: Where customers air their troubles—How to respond to them?. Journal of Innovation & Knowledge 6:4, pages 257-267.
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Ghazal Shams, Mohsin Abdur Rehman, Sarminah Samad & Raouf Ahmad Rather. (2020) The impact of the magnitude of service failure and complaint handling on satisfaction and brand credibility in the banking industry. Journal of Financial Services Marketing 25:1-2, pages 25-34.
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Zeeshan Riaz & Muhammad Ishfaq Khan. (2016) Impact of service failure severity and agreeableness on consumer switchover intention. Asia Pacific Journal of Marketing and Logistics 28:3, pages 420-434.
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