... BY 4.0 licence. EWOM Perceived justice Repurchase intention Satisfaction Service recovery Service recovery attributes Trust Exceptional customer service is a key differentiator in competitive service markets (Homburg et al., 2017). However, achieving consistently high...

.../methodology/approach Data from 442 US consumers were analyzed using structural equation modeling and multigroup analyses to assess relationships among UV, HV, satisfaction, repurchase intention and positive word-of-mouth ( WOM ). Findings UV more strongly predicts satisfaction for both low- and high...

... at their respective authorized service centers, through purposive sampling method. The findings reveal that both customer loyalty and repurchase intention significantly and positively mediate the relationship between customer satisfaction and word of mouth. This indicates that satisfied customers are more...

... and customer satisfaction on customer repurchase intention, word-of-mouth, complaining behaviour and price sensitivity, as well as the effect of service quality dimensions on customer satisfaction. Now considering supermarket sector sales through e-commerce channels have jumped by 30% in the past couple...

... to foster greater customer repurchase intention. The results are particularly valuable for managers, as they support the role of using explanation as a practical tool for fostering positive and profitable outcomes like repeat customer purchases. Repurchase intention Apology Service failure...