✦ LIBER ✦

Consumer responses to compensation, speed of recovery and apology after a service failure

✍ Scribed by Wirtz, Jochen; Mattila, Anna S.

Book ID: 121491869
Publisher: Emerald Group Publishing Limited
Year: 2004
Tongue: English
Weight: 220 KB
Volume: 15
Category: Article
ISSN: 0956-4233
DOI: 10.1108/09564230410532484

No coin nor oath required. For personal study only.

📜 SIMILAR VOLUMES

Consumer responses to online retailer's

Consumer responses to online retailer's service recovery after a service failure

✍ Lin, Hsin‐Hui; Wang, Yi‐Shun; Chang, Li‐Kuan 📂 Article 📅 2011 🏛 Emerald Group Publishing Limited 🌐 English ⚖ 209 KB

Consumer Responses to Service Failure: T

Consumer Responses to Service Failure: The Influence of Acculturation

✍ Weber, K.; Hsu, C. H. C.; Sparks, B. A. 📂 Article 📅 2014 🏛 SAGE Publications 🌐 English ⚖ 597 KB

The nature of an apology: An experimenta

The nature of an apology: An experimental study on how to apologize after a service failure

✍ Holger Roschk, Susanne Kaiser 📂 Article 📅 2012 🏛 Springer US 🌐 English ⚖ 290 KB

Consumer reaction to service failure and

Consumer reaction to service failure and recovery: the moderating role of attitude toward complaining

✍ Augusto de Matos, Celso; Vargas Rossi, Carlos Alberto; Teixeira Veiga, Ricardo; 📂 Article 📅 2009 🏛 Emerald Group Publishing Limited 🌐 English ⚖ 310 KB

Consumer responses to service recovery s

Consumer responses to service recovery strategies: The moderating role of online versus offline environment

✍ Katherine E. Harris; Dhruv Grewal; Lois A. Mohr; Kenneth L. Bernhardt 📂 Article 📅 2006 🏛 Elsevier Science 🌐 English ⚖ 125 KB

Behavioural responses to service encount

Behavioural responses to service encounter involving failure and recovery: the influence of contextual factors

✍ de Matos, Celso Augusto; Vieira, Valter Afonso; Veiga, Ricardo Teixeira 📂 Article 📅 2012 🏛 Frank Cass & Co. Ltd 🌐 English ⚖ 166 KB