A bibliometric investigation of service failure literature and a research agenda
Purpose This paper aims to study the citations made in service failure literature and
assesses the knowledge construction of this region of exploration to date …
assesses the knowledge construction of this region of exploration to date …
Service failure and recovery in B2B markets–a morphological analysis
The existing body of research on service failures and recoveries primarily deals with
business-to-consumer markets, with relatively limited and scattered research on business-to …
business-to-consumer markets, with relatively limited and scattered research on business-to …
The panic buying behavior of consumers during the COVID-19 pandemic: Examining the influences of uncertainty, perceptions of severity, perceptions of scarcity, and …
The lack of a vaccine for COVID-19 and the limited amount of reliable data on the cessation
of the disease have made people feel more vulnerable to the disease. As a result, people in …
of the disease have made people feel more vulnerable to the disease. As a result, people in …
Creepiness: Its antecedents and impact on loyalty when interacting with a chatbot
Consumers sometimes describe their experience of interacting with artificial intelligence‐
based human‐like chatbots as creepy. This study investigates the antecedents of creepiness …
based human‐like chatbots as creepy. This study investigates the antecedents of creepiness …
The service recovery journey: Conceptualization, integration, and directions for future research
Y Van Vaerenbergh, D Varga… - Journal of Service …, 2019 - journals.sagepub.com
Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …
service experience. Although the literature identifies an extensive set of organizational …
Determinants of negative word-of-mouth communication using social networking sites
At present, as customers often turn to social media platforms to share their service
experience, this study aims to examine the determinants of their negative word-of-mouth …
experience, this study aims to examine the determinants of their negative word-of-mouth …
[图书][B] Satisfaction: A behavioral perspective on the consumer: A behavioral perspective on the consumer
RL Oliver - 2014 - taylorfrancis.com
Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …
Effect of service recovery on customers' perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites
As consumers become better informed and more demanding about their purchase of
services, service provider's failure to satisfy all consumers during delivery of service is …
services, service provider's failure to satisfy all consumers during delivery of service is …
Active or avoidance coping? Influencing mechanisms of streamers' coping strategies on viewers' word of mouth after livestreaming e-commerce failures
J Chen, X Gong, R Ren - Journal of Retailing and Consumer Services, 2023 - Elsevier
Livestreaming e-commerce, as an emerging form of e-retailing and livestreaming
monetization, is developing rapidly throughout the world. In the realm of livestreaming e …
monetization, is developing rapidly throughout the world. In the realm of livestreaming e …
The impact of corporate social responsibility (CSR) and customer trust on the restoration of loyalty after service failure and recovery
Purpose–This study seeks to examine perceived corporate social responsibility (CSR) with a
focus on ethical and legal questions, related to the constructs such as recovery satisfaction …
focus on ethical and legal questions, related to the constructs such as recovery satisfaction …