The Effects of Language Errors in Service Recovery Communication on Customers’ Hotel Perceptions and Booking Intentions

Journal of Quality Assurance in Hospitality & Tourism ◽

10.1080/1528008x.2021.1897919 ◽

2021 ◽

pp. 1-24

Author(s):

Irene Roozen ◽

Mariet Raedts

Keyword(s):

Service Recovery ◽

Booking Intentions

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Justice-based service recovery for double deviations: An experiment

PsycEXTRA Dataset ◽

10.1037/e518442013-036 ◽

2008 ◽

Author(s):

Terri Shapiro ◽

Steve Burke ◽

Comila Shahani-Denning ◽

Nicole Andreoli

Keyword(s):

Service Recovery

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Customer Forgiveness in Successful Service Recovery Scale

PsycTESTS Dataset ◽

10.1037/t72129-000 ◽

2019 ◽

Author(s):

L. Jean Harrison-Walker

Keyword(s):

Service Recovery

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The Moderating Effect of Customers' Willingness to Participate in Service Recovery and its Impacting Factors - An Empirical Analysis

Journal of Service Management Research ◽

10.15358/2511-8676-2018-3-17 ◽

2018 ◽

Vol 2 (3) ◽

pp. 17-29

Author(s):

Nicola Bilstein

Keyword(s):

Empirical Analysis ◽

Service Recovery ◽

Moderating Effect ◽

Willingness To Participate ◽

Impacting Factors

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The Roles Of Supportive Management On Service Recovery Performance Among Hotel Employees

10.15405/epsbs.2020.10.60 ◽

2020 ◽

Author(s):

Siti Rohaida Mohamed Zainal

Keyword(s):

Service Recovery ◽

Hotel Employees ◽

Service Recovery Performance ◽

Recovery Performance ◽

Supportive Management

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EXPLORING THE PSYCHOLOGICAL IMPACTS OF SERVICE RECOVERY STRATEGIES ON POTENTIAL CUSTOMERS

Global Fashion Management Conference ◽

10.15444/gmc2018.09.10.03 ◽

2018 ◽

Vol 2018 ◽

pp. 1187-1188

Author(s):

Elisa K. Chan ◽

◽

Lisa C. Wan ◽

Maggie Y. Chu

Keyword(s):

Service Recovery ◽

Recovery Strategies ◽

Psychological Impacts ◽

Potential Customers

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SERVICE RECOVERY AND BEHAVIOURAL INTENTIONS: THE MODERATING ROLES OF FAILURE SEVERITY, PERSONALITY TRAIT AND BRAND RELATED CONSTRUCT

Global Fashion Management Conference ◽

10.15444/gmc2020.04.09.01 ◽

2020 ◽

Vol 2020 ◽

pp. 521-525

Keyword(s):

Personality Trait ◽

Service Recovery ◽

Behavioural Intentions ◽

Failure Severity

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SERVICE RECOVERY AND BEHAVIOURAL INTENTIONS: THE MODERATING ROLES OF FAILURE SEVERITY, PERSONALITY TRAIT AND BRAND RELATED CONSTRUCT

Global Fashion Management Conference ◽

10.15444/gmc2020.11.05.11 ◽

2020 ◽

Vol 2020 ◽

pp. 1551-1555

Author(s):

Sarabjit Kaur Sidhu ◽

◽

Fon Sim Ong ◽

Sathyaprakash Balaji Makam

Keyword(s):

Personality Trait ◽

Service Recovery ◽

Behavioural Intentions ◽

Failure Severity

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SUSCEPTIBILITY TO SOCIAL INFLUENCE: ITS EFFECTS ON ONLINE SERVICE RECOVERY BYSTANDERS

Global Fashion Management Conference ◽

10.15444/gmc2018.02.01.03 ◽

2018 ◽

Vol 2018 ◽

pp. 119-120

Author(s):

Wolfgang Weitzl ◽

◽

Clemens Hutzinger

Keyword(s):

Social Influence ◽

Service Recovery ◽

Online Service

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The Effects of the Service Recovery Procedure on Process Improvement, Employee Attitude, Capability Improvement and Customer satisfaction

Journal of Korea Service Management Society ◽

10.15706/jksms.2013.14.2.002 ◽

2013 ◽

Vol 14 (2) ◽

pp. 25-52

Author(s):

Chang-Juck Suh ◽

Kim, Jong Hoon

Keyword(s):

Customer Satisfaction ◽

Process Improvement ◽

Service Recovery ◽

Employee Attitude ◽

Capability Improvement ◽

Recovery Procedure

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A Study on the Effects of Service Recovery Performances on the Service Recovery Satisfaction, Brand Image and Loyalty: Focusing on Mobile Communication and Family Restaurants

Journal of Korea Service Management Society ◽

10.15706/jksms.2015.16.1.011 ◽

2015 ◽

Vol 16 (1) ◽

pp. 245-265 ◽

Cited By ~ 3

Author(s):

Park, Eui jung ◽

정지아 ◽

Hanjoo Yoo

Keyword(s):

Mobile Communication ◽

Brand Image ◽

Service Recovery ◽

Recovery Satisfaction

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