‘Do not be Deteriorated by service failures, Learn from them and start managing it’: Conditions and mechanisms for managing online service failures-Reference-Cited by-同舟云学术

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‘Do not be Deteriorated by service failures, Learn from them and start managing it’: Conditions and mechanisms for managing online service failures

Published:2024-11 Issue: Volume:81 Page:104017
ISSN:0969-6989
Container-title:Journal of Retailing and Consumer Services
language:en
Short-container-title:Journal of Retailing and Consumer Services

Author:

Manu C^ORCID,Sreejesh S

Publisher

Elsevier BV

Reference88 articles.

1. Inequity in social exchange;Adams;Adv. Exp. Soc. Psychol.,1965

2. Value co-creation among retailers and consumers: new insights into the furniture market;Andreu;J. Retailing Consum. Serv.,2010

3. May robots be held responsible for service failure and recovery? The role of robot service provider agents' human-likeness;Arikan;J. Retailing Consum. Serv.,2023

4. The journey from customer participation in service failure to co-creation in service recovery;Bagherzadeh;J. Retailing Consum. Serv.,2020

5. Customers' emotion regulation strategies in service failure encounters;Balaji;Eur. J. Market.,2017

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