Illusion of control in service failure situations: customer satisfaction/dissatisfaction, complaints, and behavioural intentions
Author:
Publisher
Springer Science and Business Media LLC
Subject
General Psychology
Link
https://link.springer.com/content/pdf/10.1007/s12144-023-04292-y.pdf
Reference133 articles.
1. Agrawal, A. K., & Rahman, Z. (2019). CCV scale: Development and validation of customer co-created value scale in e-services. Current Psychology, 38(3), 720–736.
2. Ajitha, A., Sharma, P., Kingshott, R. P., Maurya, U. K., & Kaur, A. (2019). Customer participation and service outcomes: Mediating role of task-related affective well-being. Journal of Services Marketing, 33(1), 16–30.
3. Ali, F. (2016). Hotel website quality, perceived flow, customer satisfaction and purchase intention. Journal of Hospitality and Tourism Technology, 7(2), 213–228.
4. Ali, F., Rasoolimanesh, S. M., Sarstedt, M., Ringle, C. M., & Ryu, K. (2018). An assessment of the use of partial least squares structural equation modeling (PLS-SEM) in hospitality research. International Journal of Contemporary Hospitality Management, 30(1), 514–538.
5. Alloy, L. B., & Abramson, L. Y. (1979). Judgment of contingency in depressed and nondepressed students: Sadder but wiser? Journal of Experimental Psychology: General, 108(4), 441–485.
Cited by 9 articles. 订阅此论文施引文献 订阅此论文施引文献，注册后可以免费订阅5篇论文的施引文献，订阅后可以查看论文全部施引文献
1. Buyers’ Negative Ratings and Textual Comments on eBay: Reasons for Posting Ratings and Factors in Denouncing Sellers;Journal of Theoretical and Applied Electronic Commerce Research;2024-07-04
2. What Determines Tourist Satisfaction After Service Failure: Three-way Interactions Among Service Recovery, Tourist Restraint, and Service Failure Severity;Journal of Korea Trade;2024-06-30
3. Havayolu müşterilerinin hizmet telafilerine karşı tatmin ve sadakat düzeyleri;Tourism and Recreation;2024-06-30
4. Would the blind box be more effective? The role of uncertainty in consumers’ post-recovery satisfaction;Journal of Hospitality and Tourism Management;2024-06
5. Monitoring emotions throughout the onboard customer journey – evidence from the travel and tourism industry;Cogent Social Sciences;2024-02-22
1.学者识别学者识别
2.学术分析学术分析
3.人才评估人才评估
"同舟云学术"是以全球学者为主线，采集、加工和组织学术论文而形成的新型学术文献查询和分析系统，可以对全球学者进行文献检索和人才价值评估。用户可以通过关注某些学科领域的顶尖人物而持续追踪该领域的学科进展和研究前沿。经过近期的数据扩容，当前同舟云学术共收录了国内外主流学术期刊6万余种，收集的期刊论文及会议论文总量共计约1.5亿篇，并以每天添加12000余篇中外论文的速度递增。我们也可以为用户提供个性化、定制化的学者数据。欢迎来电咨询！咨询电话：010-8811{复制后删除}0370
www.globalauthorid.com
TOP
Copyright © 2019-2024 北京同舟云网络信息技术有限公司 京公网安备11010802033243号 京ICP备18003416号-3