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Keywords: Service recovery
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Journal Articles
Is customer participation always good in service recovery? The moderating role of customers' positive psychological capital
Available to PurchaseMeteb Naif Alotaibi, Walid Chaouali, Samiha Mjahed Hammami, Klaus Schoefer, Narjess Aloui, Mahmoud Abdulhamid Saleh
International Journal of Bank Marketing (2023) 41 (3): 457–484.
Published: 27 January 2023
...Meteb Naif Alotaibi; Walid Chaouali; Samiha Mjahed Hammami; Klaus Schoefer; Narjess Aloui; Mahmoud Abdulhamid Saleh Purpose So far, whether customers' involvement strengthens or weakens the process of service recovery has remained unclear. Filling this gap, this study aims to investigate...
Journal Articles
Determinants of banking consumers’ engagement in post service failure positive word-of-mouth: Examining mediating mechanisms
Available to Purchase
International Journal of Bank Marketing (2019) 37 (2): 621–645.
Published: 06 March 2019
... recovery satisfaction and PWOM. By contextualizing these from prior studies, we established our theoretical framework. Service recovery is the response of a service provider to lessen the negative outcomes of service failure and to please the consumer (Wen and Geng-qing Chi, 2013). Effective...
Journal Articles
The effects of service recovery and relational selling behavior on trust, satisfaction, and loyalty
Available to Purchase
International Journal of Bank Marketing (2018) 36 (7): 1437–1454.
Published: 05 September 2018
...Chia-Chi Chang; Jung-Sung Hung Purpose The purpose of this paper is to investigate the relationship between service recovery and relational selling behavior on trust and satisfaction in the banking industry. Specifically, the mediating role of trust and satisfaction on the relationship between...
Journal Articles
Do ongoing relationships buffer the effects of service recovery on customers' trust and loyalty?
Available to Purchase
International Journal of Bank Marketing (2012) 30 (3): 168–192.
Published: 06 April 2012
...Cristiane Pizzutti dos Santos; Kenny Basso Purpose T his study aims to fill an important gap in the literature by exploring the moderating role of client‐company relationship type on the impact of service recovery judgments on clients' trust and loyalty intentions. Design/methodology/approach...
