Search Results - subject:"Beschwerdemanagement"

Comparing human and synthetic data in service research : using augmented language models to study service failures and recoveries

Bickley, Steven J.; Chan, Ho Fai; Dao, Bang; Torgler, Benno - In: The journal of services marketing 39 (2025) 1, pp. 36-52

Persistent link: https://www.econbiz.de/10015207232

Effects of customer inoculation on artificial intelligence service failure

Meng, Lu; Yang, Mengya; Wang, Yijie - In: International journal of contemporary hospitality management 37 (2025) 2, pp. 444-461

Persistent link: https://www.econbiz.de/10015210194

Impact of virtual presence of others on social media service recovery evaluations : a cross-cultural perspective

Sengupta, Sanchayan; Rokonuzzaman, Md; Jaiswal, Anand Kumar - In: Journal of business research : JBR 191 (2025), pp. 1-18

Persistent link: https://www.econbiz.de/10015419910

Chatbots in complaint handling : the moderating role of humor

Fan, Alei; Wu, Luorong - In: International journal of contemporary hospitality management 37 (2025) 3, pp. 805-824

Persistent link: https://www.econbiz.de/10015210279

Mind the voice! : the effect of service robot voice vividness on service failure tolerance

Huo, Jiale; Gong, Le; Xi, Yue; Chen, Yinjiao; Chen, Danni; … - In: Journal of travel and tourism marketing 42 (2025) 1, pp. 1-19

Persistent link: https://www.econbiz.de/10015183117

Effects of human-robot interaction type on customer tolerance of humanoid robot service failure

Ma, Ke; Duan, Xiaojie; Fu, Xiaoye; Liu, Wengang; Zheng, … - In: Journal of hospitality marketing & management 34 (2025) 1, pp. 72-91

Persistent link: https://www.econbiz.de/10015189079

Understanding how customer interaction drives e-loyalty during returns handling in online retailing

Li, Mingfang; Choudhury, Askar; Zhang, Na - In: Journal of research in interactive marketing : … 19 (2025) 4, pp. 590-607

Persistent link: https://www.econbiz.de/10015416717

Consumers' brand experiences with robotic service failures : modeling appraisal, attribution, and psychological reactance

Shin, Hyejo Hailey; Tung, Vincent Wing Sun; Jeong, Miyoung - In: Journal of hospitality & tourism research : JHTR ; the … 49 (2025) 4, pp. 783-797

Persistent link: https://www.econbiz.de/10015421754

Analyzing Customer Experience from Their Complaints Using Data Mining Technique

Singh, Ranjit; Agarwal, Suman; Paul, Justin; Pandiya, … - 2022

The main objective of this research is to identify the customers’ negative experiences extracted from the customers’ complaints of diagnostic centres using data mining tools. The paper uses customers’ complaints data raised against reputed clinics on the complaints’ website. The research...

Persistent link: https://www.econbiz.de/10014082441

Consumers' complaints : causal attribution and moral emotions in service failures

Neves, Lude Marieta Gonçalves dos Santos; Iglesias, Fabio - In: Consumer behavior review : CBR 6 (2022) 1, pp. 1-12

Persistent link: https://www.econbiz.de/10012886158