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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

117 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 1954The critical 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 2010Managing consumer complaints: differences and similarities among heterogeneous retailers 2005An empirical investigation of the role of culture on service recovery expectations 2010External equity, loyalty program membership, and service recovery

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1995Service failure and recovery: impact, attributes and processchapter · 22 shared references 2008Research themes, concepts and relationshipsarticle · 16 shared references 2002THE CUSTOMER'S PATH TO LOYALTY: A PARTIAL TEST OF THE RELATIONSHIPS OF PRIOR EXPERIENCE, JUSTICE, AND CUSTOMER SATISFACTIONthesis · 16 shared references 2001Um tour pelas medidas de satisfação do consumidorarticle · 14 shared references 2012Assessing Users' Perceptions on how to Improve Public Services Qualityarticle · 13 shared references 2010Towards a conceptual model for assessing the quality of public servicesarticle · 13 shared references

Details

Year1995

Typechapter

Published1995-01-01

VenueAdvances in services marketing and management

ISSN-L1067-5671

Languageen

Citations117

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s1067-5671(95)04025-0

openalex_workW4244875414

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

2003The effect of service guarantees on service recovery

2008An empirical examination of service recovery design