Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel
industry | Emerald Insight Books and journals Case studies Expert Briefings Open Access …

Purpose The purpose of this study is to examine how social media facilitates the process of
customer engagement in quick service restaurants (QSRs). Customers characterized as …

Purpose This paper investigates the effects of service quality on customer satisfaction and
repurchase intentions among customers of the KFC Fast Food Restaurant Chains …

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 …

The framework offered in this study provides empirical evidence concerning the interaction
between distributive, procedural and interactional perceived justice and loyalty program …

Purpose This paper aims to clarify the effects of motivations on negative online customer
reviews (OCRs) behavior in an integrative framework and to identify the moderating role of …

In the past decade, the competition has increased in mobile telecommunication services;
moreover, a stagnating rate of diffusion suggests that the market may have reached maturity …

The adverse impact of unprecedented natural disasters on certain service operations is
inevitable, particularly in cases of massive disruptions. Managing these services during …

Purpose The purpose of this study is to conceptualize and analyze a framework that
provides greater understanding toward the impact of service recovery antecedents such as …

The aim of this research is to propose and test a comprehensive research model to
understand the influence of food quality, service quality, ambiance, and value on consumer …