Mapping the service recovery research landscape: A bibliometric‐based systematic review
With businesses under increasing pressure to provide excellent customer service,
postfailure recovery strategies have become critical for long‐term customer satisfaction and …
postfailure recovery strategies have become critical for long‐term customer satisfaction and …
I can't get satisfaction: Examining the moderating role of service brand authenticity in the relationship of imperfect experiences and satisfaction
I Anninou, G Stavraki, A Floh - Journal of Services Marketing, 2024 - emerald.com
Purpose This study aims to examine the moderating role of dimensions of brand authenticity
(continuity, credibility, integrity and symbolism) in the relationship between evaluations of …
(continuity, credibility, integrity and symbolism) in the relationship between evaluations of …
Does prior trust work as a buffer? Examining the impact of perceived betrayal on customer responses to a double deviation
A Temessek Behi, N Ben Dahmane Mouelhi… - EuroMed Journal of …, 2024 - emerald.com
Purpose This study aims to explain customer reactions to a double deviation by examining
the moderating role of prior trust in peer-to-peer (P2P) accommodation platforms on the …
the moderating role of prior trust in peer-to-peer (P2P) accommodation platforms on the …
They forgot me! The exclusionary effects among complaining consumers when others receive a response
Complaint management is often considered a significant cost center, and it may be difficult
for companies to treat all complainers equally in physical settings where complainers can …
for companies to treat all complainers equally in physical settings where complainers can …
The robot saw it coming: physical human interference, deservingness, and self-efficacy in service robot failures
E Merdin-Uygur, S Ozturkcan - Behaviour & Information …, 2024 - Taylor & Francis
Robotic services' popularity continues to increase due to technological advancements,
labour shortages, and global crises. Yet, while providing these services, robots are subject …
labour shortages, and global crises. Yet, while providing these services, robots are subject …
[HTML][HTML] Buyers' Negative Ratings and Textual Comments on eBay: Reasons for Posting Ratings and Factors in Denouncing Sellers
In this study, we use a dataset collected from eBay to analyze buyers' negative feedback
ratings and associated textual comments. By using text mining and sentiment analysis, we …
ratings and associated textual comments. By using text mining and sentiment analysis, we …
The Year 2023 in Thirteen Leading Journals: A Bibliography of Research in the Area of Consumer Satisfaction, Dissatisfaction and Complaining Behavior
CD Stevens - Journal of Consumer Satisfaction, Dissatisfaction and …, 2024 - jcsdcb.com
A detailed search was conducted to create a bibliography of articles that should prove useful
to researchers that are conducting research in areas related to the mission of the Journal of …
to researchers that are conducting research in areas related to the mission of the Journal of …
(Re) Defining Airport Experience: A New Framework Proposition
P Yerimou, C Themistocleous - GMA-GAMMA Joint Symposium, 2023 - Springer
This chapter investigates the airports' transformation into dynamic commercial
servicescapes and their profound effects on travelers' emotions and underlying behaviors …
servicescapes and their profound effects on travelers' emotions and underlying behaviors …