Customer responses to service failure

被引：0
|
作者：
Bendapudi, N [1 ]
Lessig, VP [1 ]
机构：
[1] TEXAS A&M UNIV,DEPT MKT,COLLEGE STN,TX
来源：
1996 AMA WINTER EDUCATORS' CONFERENCE, VOL 7 - MARKETING THEORY AND APPLICATIONS | 1996年 / 7卷
关键词：
D O I：
暂无
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
引用
收藏
页码：280 / 281
页数：2
相关论文
共 50 条
  • [21] Impact of Service Failure: The Protective Layer of Customer Relationships
    Sajtos, Laszlo
    Brodie, Roderick J.
    Whittome, James
    JOURNAL OF SERVICE RESEARCH, 2010, 13 (02) : 216 - 229
  • [22] SERVICE FAILURE EFFECTS ANALYSIS BASED ON CUSTOMER PERSPECTIVE
    Kurita, Yusuke
    Kimita, Koji
    Watanabe, Kentaro
    Shimomura, Yoshiki
    PROCEEDINGS OF THE ASME INTERNATIONAL DESIGN ENGINEERING TECHNICAL CONFERENCES AND COMPUTERS AND INFORMATION IN ENGINEERING CONFERENCE, 2013, VOL 4, 2014,
  • [23] Do customer relationships mitigate or amplify failure responses?
    Kaltcheva, Velitchka D.
    Winsor, Robert D.
    Parasuraman, A.
    JOURNAL OF BUSINESS RESEARCH, 2013, 66 (04) : 525 - 532
  • [24] The impact of customer participation and service expectation on Locus attributions following service failure
    Yen, HR
    Gwinner, KP
    Su, WR
    INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 2004, 15 (01): : 7 - 26
  • [25] Customer Service Evaluations of Employees With Disabilities: The Roles of Perceived Competence and Service Failure
    Madera, Juan M.
    Taylors, D. Christopher
    Barber, Nelson A.
    CORNELL HOSPITALITY QUARTERLY, 2020, 61 (01) : 5 - 18
  • [26] Remedy or cure for service failure? Effects of service recovery on customer satisfaction and loyalty
    Komunda, Mabel
    Osarenkhoe, Aihie
    BUSINESS PROCESS MANAGEMENT JOURNAL, 2012, 18 (01) : 82 - 103
  • [27] Employing proactive interaction for service failure prevention to improve customer service experiences
    Shin, Hyunju
    Ellinger, Alexander E.
    Mothersbaugh, David L.
    Reynolds, Kristy E.
    JOURNAL OF SERVICE THEORY AND PRACTICE, 2017, 27 (01) : 164 - 186
  • [28] What drives customer engagement after a service failure? The moderating role of customer trust
    Honora, Andreawan
    Chih, Wen-Hai
    Ortiz, Jaime
    INTERNATIONAL JOURNAL OF CONSUMER STUDIES, 2023, 47 (05) : 1714 - 1732
  • [29] The art of service recovery: Customer satisfaction and intention to complain after a service failure
    Hocutt, MA
    Chakraborty, G
    Mowen, JC
    1996 AMA WINTER EDUCATORS' CONFERENCE, VOL 7 - MARKETING THEORY AND APPLICATIONS, 1996, 7 : 282 - 283
  • [30] Perceived controllability and service expectations: Influences on customer reactions following service failure
    Choi, Sunmee
    Mattila, Anna S.
    JOURNAL OF BUSINESS RESEARCH, 2008, 61 (01) : 24 - 30
12345