Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …

There is a dearth of studies pertaining to the influence of SERVPERF on customer
satisfaction and customer loyalty among low cost and full service airlines. Prior studies have …

Customer reviews posted on the web and through social media (electronic word of mouth
[eWOM]) have grown in importance for tourism businesses, but most studies have examined …

The aim of this study is twofold: first to diagnose service quality perceptions of airline
passengers and then links these perceptions to their satisfaction and repurchase intentions …

Purpose–Given the importance of negative word of mouth and growing number of hotel
customers who leave their complaints on the web, the purpose of this paper is to investigate …

The aim of this study was to explore whether Taiwanese hospitality workers' gender
moderates the relationship between perceived ethnic diversity levels within their workplace …

Compliments are not only an indication of satisfaction but a broader range of motives
relating to consumer behavior. They represent a potent form of feedback to businesses and …

This study intends to analyze how the elements of restoring the quality of airline service
influences the airline image, recovery satisfaction, and behavioral intentions of airline …

This paper presents the results of an empirical study on the relationship between service
recovery quality, customer satisfaction and loyalty in Vietnam's e-retailing. Structural …

The influence of service recovery efforts in the form of apology (error management) at three
organizational levels–frontline, manager, and company–on consumer satisfaction and …