A Edström, B Nylander, J Molin, Z Ahmadi… - Journal of Service …, 2022 - emerald.com
Purpose The service recovery paradox (SRP) is the phenomenon that happens when customer satisfaction level post-service failure and recovery surpasses the customer …
TM Yeung, SLC McCain, JC Lolli… - Journal of Small …, 2021 - jsbs.scholasticahq.com
Noise complaints in restaurants have been accelerating and unpleasant sounds erode customer satisfaction. Restaurant ambient noise, such as background and physical sounds …
N Ezurike - British Journal of Marketing Studies, 2024 - tudr.org
Financial institutions are increasingly leveraging social media not only for customer interaction but also for managing their daily operations. In the banking sector, the utilization …
Metod: 204 respondenter fick besvara en enkätstudie som baserades på ett fiktivt scenario av ett servicefel i dagligvaruhandeln. Designen är ett faktoriellt experiment med tre …
Aim: The purpose of this study was to, within the hotel industry, investigate at what level of service recovery the service recovery paradox will come into existence. Method: Two …