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The impact of service failure on brand credibility · Study

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The impact of service failure on brand credibility

Ursula Sigrid Bougoure, Rebekah Russell‐Bennett, Syed Muhammad Fazal‐e‐Hasan, Gary Mortimer

2016-04-06articleJournal of Retailing and Consumer Services87 citationsgreen

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Customer Service Quality and Loyalty Consumer Behavior in Brand Consumption and Identification Corporate Identity and Reputation

Abstract

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Citations in this library

Stored only when both papers are in the corpus — 87 citations exist upstream.

References

1988Structural equation modeling in practice: A review and recommended two-step approach.

1965Inequity In Social Exchange

1988An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment

1958Social Behavior as Exchange

1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

1981The Role of Market Forces in Assuring Contractual Performance

1951The Influence of Source Credibility on Communication Effectiveness

1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing

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2024The strength of stance: The impact of brand activism on resistance to negative information, purchasing, and premium paying intents across different types of failures

2019Bridging the gap between branding and sustainability by fostering brand credibility and brand attachment in travellers’ hotel choice

Details

Year2016

Typearticle

VenueJournal of Retailing and Consumer Services

Languageen

Files0 public / 0

Identifiers

doi10.1016/j.jretconser.2016.03.006

openalex_workW2313837232

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