How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior: A meta-analysis
Switching costs and customer satisfaction may differently affect marketing strategy.
Managers would benefit from knowing how different switching costs (financial, procedural …
Managers would benefit from knowing how different switching costs (financial, procedural …
Service encounter and repurchase intention in fitness centers: perceived value as a mediator and service innovativeness as a moderator
Purpose This study examined the relationships between service encounter, perceived value,
and repurchase intention in the fitness service sector through the theoretical lens of service …
and repurchase intention in the fitness service sector through the theoretical lens of service …
How does an intelligence chatbot affect customers compared with self-service technology for sustainable services?
To gain competitive advantages and sustainable service innovation, hotels are considering
artificial intelligence technologies (AI), including robots, kiosks for service automation and …
artificial intelligence technologies (AI), including robots, kiosks for service automation and …
Measuring the intention-behavior gap in service failure and recovery: the moderating roles of failure severity and service recovery satisfaction
Purpose The intention-behavior gap that occurs when one's actions do not align with their
intentions has been the topic of interest of many researchers. However, the effects of the …
intentions has been the topic of interest of many researchers. However, the effects of the …
Examining the relationship between e-service recovery quality and e-service recovery satisfaction moderated by perceived justice in the banking context
Purpose The study focuses on the core issue faced by bankers on how to retain existing
customers who have encountered an e-service failure and who are skeptical about the …
customers who have encountered an e-service failure and who are skeptical about the …
Gauging customers' negative disconfirmation in online post-purchase behaviour: The moderating role of service recovery
Negative disconfirmation will usually lead to switching behaviour and attenuate customers'
repurchase intentions, a behaviour that will undercut businesses' profitability. Limited …
repurchase intentions, a behaviour that will undercut businesses' profitability. Limited …
Is high recovery more effective than expected recovery in addressing service failure?—A moral judgment perspective
In the context of two distinctive consumer categories and two different product settings, this
research examines the effects of recovery on recovery performance as a function of …
research examines the effects of recovery on recovery performance as a function of …
[PDF][PDF] Consumer Complaint Behavior: A Literature Review and Research Agenda.
Consumer complaint behavior (CCB) is closely related to consumer satisfaction and is a
behavior of consumers in case of dissatisfaction. In some instances, consumers may remain …
behavior of consumers in case of dissatisfaction. In some instances, consumers may remain …
[HTML][HTML] Linkages between service recovery system and customer justice perceptions: A multi-level model of employee service recovery performance
AS Rao, Y Pai, L Sethumadhavan - F1000Research, 2024 - pmc.ncbi.nlm.nih.gov
Past research aimed at service recovery has focused on actions that are taken to retain
customers, and the possibility of overcoming the mistakes of service delivery, though the …
customers, and the possibility of overcoming the mistakes of service delivery, though the …
The role of customer forgiveness and perceived justice in restoring relationships with customers
This research explored whether customer forgiveness mediated the relationships between
service failure severity (SFS) and customers' coping behaviors and examined the …
service failure severity (SFS) and customers' coping behaviors and examined the …