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ChapterService failure and recovery: impact, attributes and process

Robert B. Johnston1995

Chapter1995

Service failure and recovery: impact, attributes and process

Robert B. Johnston

127 citations·0/0 files stored·Advances in services marketing and management

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Customer Service Quality and Loyalty Service and Product Innovation AI in Service Interactions

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1992Measuring Service Quality: A Reexamination and Extension 2007Critical Incident Technique 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality 1991A Multistage Model of Customers' Assessments of Service Quality and Value

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2013Online Customer Reviews of Hotels 2006Banking customers' varied reactions to service recovery strategies 2011Customer Loyalty, Repurchase and Satisfaction: A Meta-Analytical Review 2005A re‐assessment and refinement of RECOVSAT 2010Managing consumer complaints: differences and similarities among heterogeneous retailers

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1995Service failure and recovery: Impact, attributes and processchapter · 22 shared references 2002THE CUSTOMER'S PATH TO LOYALTY: A PARTIAL TEST OF THE RELATIONSHIPS OF PRIOR EXPERIENCE, JUSTICE, AND CUSTOMER SATISFACTIONthesis · 15 shared references 2008Research themes, concepts and relationshipsarticle · 14 shared references 2001Um tour pelas medidas de satisfação do consumidorarticle · 13 shared references 1999Consumer research in the restaurant environment, Part 1: A conceptual model of dining satisfaction and return patronagearticle · 11 shared references 1994The calculus of service quality and customer satisfaction: Theoretical and empirical differentiation and integrationchapter · 11 shared references

Details

Year1995

Typechapter

Published1995-01-01

VenueAdvances in services marketing and management

ISSN-L1067-5671

Languageen

Citations127

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s1067-5671(95)04012-9

openalex_workW2496881573

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2005

An empirical investigation of the role of culture on service recovery expectations

2010External equity, loyalty program membership, and service recovery

2009An Empirical Examination of the Structural Dimensions of the Service Recovery System*