THE IMPACT OF CULTURE ON THE SERVICE RECOVERY PROCESS

被引：0
作者：
Rodrigues, Maria Antonia [1 ,2 ]
Teixeira, Maria Joao [3 ]
Carvalho, Maria Amelia [1 ]
Goncalves, Paulo Pinheiro [1 ,2 ]
机构：
[1] Polytech Porto, ISCAP, Porto, Portugal
[2] CEOS PP, ISCAP P, Porto, Portugal
[3] Univ Porto, Fac Econ, Porto, Portugal
来源：
PROCEEDINGS OF THE INTERNATIONAL CONFERENCE OF APPLIED BUSINESS AND MANAGEMENT (ICABM2020) | 2020年
关键词：
Culture; Perception of justice; Service recovery; Loyalty and word of mouth;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
引用
收藏
页码：645 / 646
页数：2
相关论文
共 50 条
[31]   Empowerment in service recovery: the role of self-regulation process of frontline employee [J].
Zhang, Mo ;
Geng, Ruoqi .
MANAGEMENT DECISION, 2020, 58 (05) :828-843
[32]   Exploration of lead factors affecting service recovery [J].
Lin, Wen-Bao .
SERVICE INDUSTRIES JOURNAL, 2009, 29 (11) :1529-1546
[33]   Service Recovery for Composite Service in MANETs [J].
Chen, Weiyu ;
He, Zhenying ;
Ren, Gang ;
Sun, Weiwei .
2008 4TH INTERNATIONAL CONFERENCE ON WIRELESS COMMUNICATIONS, NETWORKING AND MOBILE COMPUTING, VOLS 1-31, 2008, :2620-2623
[34]   Facial or non-facial? The impact of emoji types on chatbots' service recovery [J].
Wei, Wenzhong ;
Cai, Zhihao ;
Mao, Minrui .
ASIA PACIFIC JOURNAL OF MARKETING AND LOGISTICS, 2025,
[35]   Examining stealing thunder as a new service recovery strategy: impact on customer loyalty [J].
Guchait, Priyanko ;
Han, Rachel ;
Wang, Xingyu ;
Abbott, JeAnna ;
Liu, Yetong .
INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2019, 31 (02) :931-952
[36]   Service recovery system and service recovery in retail banks: a multilevel analysis [J].
Rao, Abhishek S. ;
Pai, P. Yogesh ;
Kamath, Pallavi ;
Sethumadhavan, Lakshminarayanan ;
Prabhu, Nandan ;
Pai, Rashmi Yogesh .
COGENT BUSINESS & MANAGEMENT, 2024, 11 (01)
[37]   The relative impact of culture, strategic orientation and capability on new service development performance [J].
Storey, Chris ;
Hughes, Matthew .
EUROPEAN JOURNAL OF MARKETING, 2013, 47 (5-6) :833-856
[38]   The role of perceived justice and emotions in service recovery process: insights from the banking sector [J].
Abdelkader Ali, Attia ;
Andrei, Andreia Gabriela ;
Ruiz-Moreno, Felipe ;
Bagnato, Giovanna .
BUSINESS PROCESS MANAGEMENT JOURNAL, 2025,
[39]   There is No 'I' in Recovery: Managements' Perspective of Service Recovery [J].
Murphy, Kevin ;
Bilgihan, Anil ;
Kubickova, Marketa ;
Boseo, Matt .
JOURNAL OF QUALITY ASSURANCE IN HOSPITALITY & TOURISM, 2015, 16 (03) :303-322
[40]   The moderating role of relationship quality on service recovery performance [J].
Xu Shuang ;
Peng Junfeng ;
Yu Li .
PROCEEDINGS OF THE 4TH INTERNATIONAL CONFERENCE ON INNOVATION & MANAGEMENT, VOLS I AND II, 2007, :1266-1271
12345