Value co-creation and employee service behaviours: The moderating role of trust in employee-hotel relationship
Value co-creation (VC) is generally considered as having mutually beneficial implications for
all actors involved. Nonetheless, emerging evidence on value co-destruction and its …
all actors involved. Nonetheless, emerging evidence on value co-destruction and its …
Implementing multi-attribute utility theory in service recovery: An operational management perspective on online retailing
Y Song, Y Xiu, L Zhou, J Wang - Journal of Retailing and Consumer …, 2024 - Elsevier
How corporate decision-makers allocate resources to address the major issues of service
recovery is critical. This article, from the perspective of operations management, integrates …
recovery is critical. This article, from the perspective of operations management, integrates …
The impact of corporate support programs on environmental and social innovation: empirical insights from the food and beverage industry
Purpose The purpose of this paper is to analyze the influence of corporate support programs
on managers' environmental and social innovation behaviors. To offer a more …
on managers' environmental and social innovation behaviors. To offer a more …
Examining the impact of service recovery resilience in the context of product replacement: the roles of perceived procedural and interactional justice
Purpose Given increasing customer expectations and disturbances to product returns
management, capabilities such as supply chain resilience (SCR) can complement service …
management, capabilities such as supply chain resilience (SCR) can complement service …
Recover from failure: Examining the impact of service recovery stages on relationship marketing strategies
Purpose Given the digital transformation of service businesses by providing online food
services and the influence of online reviews on consumers' purchasing decisions, this study …
services and the influence of online reviews on consumers' purchasing decisions, this study …
Airline Social Media Recovery Satisfaction: Has COVID Changed Everything?
This study deals with airlines' handling of customer complaints pre-and post-Covid 19.
Authors extracted airlines' responses regarding redress, timeliness, apology, credibility …
Authors extracted airlines' responses regarding redress, timeliness, apology, credibility …
Unpacking the experience of individuals engaging in incentivized false (and genuine) positive reviews: The impact on brand satisfaction
In this paper, we seek to understand how an exchange, where a consumer receives a
product from a brand and, in return, leaves an incentivized false positive review, affects that …
product from a brand and, in return, leaves an incentivized false positive review, affects that …
An experimental investigation of attribute framing effects on risky sourcing behaviour: the mediating role of attention allocated to suppliers' quality information
RS Wong - International Journal of Operations & Production …, 2023 - emerald.com
Purpose Despite its significance, research on how attribute framing affects ordering
decisions in dual sourcing remains insufficient. Hence, this study investigated the effects of …
decisions in dual sourcing remains insufficient. Hence, this study investigated the effects of …
[HTML][HTML] From disruption to innovation: The importance of the supply chain leadership style for driving logistics innovation in the face of geopolitical disruptions
The intricate global supply chains and logistics operations have been acutely vulnerable to
recent geopolitical conflicts and resulting disruptions. Meanwhile, research shows that the …
recent geopolitical conflicts and resulting disruptions. Meanwhile, research shows that the …
'Do not be Deteriorated by service failures, Learn from them and start managing it': Conditions and mechanisms for managing online service failures
C Manu, S Sreejesh - Journal of Retailing and Consumer Services, 2024 - Elsevier
Online consumers rely on two hospitality channels, direct websites and online travel agents
(OTAs), to search for and book hospitality services. Although these online service channels …
(OTAs), to search for and book hospitality services. Although these online service channels …