19 research outputs found
Relationship Marketing and Information and Communication Technologies: Analysis of Retail Travel Agencies
No full textCo-creation and service recovery process communication: effects on satisfaction, repurchase intentions, and word of mouth
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How online service recovery approaches bolster recovery performance? A multi-level perspective
No full text[[abstract]]Employees are often sandwiched between understandable customer grievances and unchangeable organizational policies: only when employees feel fairly treated will they treat customers fairly. Most previous studies focused on external service recovery systems for customers, but neglected internal service recovery systems for frontline employees. By extending Homburg and Fürst’s research, this study adopts a multi-level perspective to explore the influences of the mechanistic approach (process guidelines, behaviour guidelines, and compensation guidelines) and the organic approach of service recovery (empowerment and recovery culture) on frontline employees’ responses (recovery efficacy, accountability, and performance) towards implementing a service recovery within an online auction context.[[notice]]補正完
Critical factors in the evaluation of online media: creation and implementation of a measurement scale (e-SQ-Media)
No full textAnálisis del Proceso de Ajuste Estrategia-Estructura en el Sector Bancario Español, el caso de las Cooperativas de Crédito Valencianas
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Buyers’ perceived switching costs and switching: a meta-analytic assessment of their antecedents
No full textTwo-sided effects of customer participation: roles of relationships and social-interaction values in social services
No full textPerceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter?
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