The impact of pre-existing attitude and conflict management style on customer satisfaction with service recovery
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DOI: 10.1016/j.jretconser.2010.11.004
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References listed on IDEAS
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Cited by:
- Roschk, Holger & Müller, Jana & Gelbrich, Katja, 2013. "Age matters: How developmental stages of adulthood affect customer reaction to complaint handling efforts," Journal of Retailing and Consumer Services, Elsevier, vol. 20(2), pages 154-164.
- Bogomolova, Svetlana, 2016. "Determinants of ex-customer winback in financial services," Journal of Retailing and Consumer Services, Elsevier, vol. 32(C), pages 1-6.
- Cambra-Fierro, Jesús & Berbel-Pineda, Juan M. & Ruiz-BenÃtez, RocÃo & Vázquez-Carrasco, Rosario, 2013. "Analysis of the moderating role of the gender variable in service recovery processes," Journal of Retailing and Consumer Services, Elsevier, vol. 20(4), pages 408-418.
- Bambauer-Sachse, Silke & Rabeson, Landisoa, 2015. "Determining adequate tangible compensation in service recovery processes for developed and developing countries: The role of severity and responsibility," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 117-127.
- Gohary, Ali & Hamzelu, Bahman & Alizadeh, Hamid, 2016. "Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 127-142.
- Adam Sulich & Letycja Sołoducho-Pelc & Marcos Ferasso, 2021. "Management Styles and Decision-Making: Pro-Ecological Strategy Approach," Sustainability, MDPI, vol. 13(4), pages 1-18, February.
- Chia-Chi Sun, 2021. "An Assessment Model for Wealth Management Banks Based on the Fuzzy Evaluation Method," Mathematics, MDPI, vol. 9(19), pages 1-16, October.
- Smith, Ronn J. & Knuff, David C. & Sprott, David E. & Spangenberg, Eric R., 2013. "The influence of negative marketplace information on consumer attitudes toward a service establishment," Journal of Retailing and Consumer Services, Elsevier, vol. 20(3), pages 358-364.
- Chulmin Lim & Seongcheol Kim, 2024. "Examining factors influencing the user’s loyalty on algorithmic news recommendation service," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-15, December.
- Esbjerg, Lars & Jensen, Birger Boutrup & Bech-Larsen, Tino & de Barcellos, Marcia Dutra & Boztug, Yasemin & Grunert, Klaus G., 2012. "An integrative conceptual framework for analyzing customer satisfaction with shopping trip experiences in grocery retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 19(4), pages 445-456.
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Keywords
Pre-existing attitude; Conflict management; Service performance and customer satisfaction;All these keywords.
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