Logistics service recovery and the role of technology

The Role of Organizational Agility and Transformational Leadership in Service Recovery Prediction

Procedia - Social and Behavioral Sciences ◽

10.1016/j.sbspro.2016.09.018 ◽

2016 ◽

Vol 230 ◽

pp. 142-149 ◽

Cited By ~ 3

Author(s):

Maryam Khoshlahn ◽

Farzad Sattari Ardabili

Keyword(s):

Transformational Leadership ◽

Service Recovery ◽

Organizational Agility

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Investigating the Effect of Service Quality on Customer Loyalty in the Hotel Industry: The Mediating Role of Customer Satisfaction and the Moderating Roles of Service Recovery and Perceived Value

Journal of China Tourism Research ◽

10.1080/19388160.2013.812896 ◽

2013 ◽

Vol 9 (3) ◽

pp. 257-276 ◽

Cited By ~ 11

Author(s):

Nien-Te Kuo ◽

Kuo-Chien Chang ◽

Yi-Sung Cheng ◽

Chia-Hui Lai

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Service Recovery ◽

Hotel Industry ◽

Perceived Value ◽

Mediating Role

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Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures.

Journal of Applied Psychology ◽

10.1037/0021-9010.92.2.475 ◽

2007 ◽

Vol 92 (2) ◽

pp. 475-489 ◽

Cited By ~ 244

Author(s):

Hui Liao

Keyword(s):

Customer Loyalty ◽

Service Recovery ◽

Perceived Justice ◽

Service Failures ◽

Service Recovery Performance ◽

Recovery Performance

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Service Recovery Activities and Customer Satisfaction: Mediating Role of Justice Dimensions: A Case Study of China

Asian Social Science ◽

10.5539/ass.v10n18p253 ◽

2014 ◽

Vol 10 (18) ◽

Author(s):

Wang XiaoRan ◽

Rozeyta Omar

Keyword(s):

Customer Satisfaction ◽

Service Recovery ◽

Mediating Role

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An empirical study of the role of failure severity in service recovery evaluation in the context of the airline industry

Review of Managerial Science ◽

10.1007/s11846-014-0135-7 ◽

2014 ◽

Vol 9 (4) ◽

pp. 731-749 ◽

Cited By ~ 10

Author(s):

Davoud Nikbin ◽

Sunghyup Sean Hyun

Keyword(s):

Empirical Study ◽

Airline Industry ◽

Service Recovery ◽

Failure Severity

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The Role of Justice and Authenticity in Service Recovery: Are Students and Office Workers Different?

Journal of Product Research ◽

10.36345/kacst.2016.34.3.008 ◽

2016 ◽

Vol 34 (3) ◽

pp. 83-91

Author(s):

우승택 ◽

조은성

Keyword(s):

Service Recovery ◽

Office Workers

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The Role of Perceived Control in Customer Value Cocreation and Service Recovery Evaluation

Journal of Service Research ◽

10.1177/1094670515597213 ◽

2015 ◽

Vol 19 (1) ◽

pp. 39-56 ◽

Cited By ~ 29

Author(s):

Lin Guo ◽

Sherry L. Lotz ◽

Chuanyi Tang ◽

Thomas W. Gruen

Keyword(s):

Perceived Control ◽

Customer Value ◽

Service Recovery ◽

Value Cocreation

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Electronic service recovery strategies and satisfaction with electronic service recovery: moderating role of value co-creation

International Journal of Electronic Marketing and Retailing ◽

10.1504/ijemr.2021.10041897 ◽

2021 ◽

Vol 1 (1) ◽

pp. 1

Author(s):

Farzaneh Ghorbani Moghadam ◽

Amir Mohammad Fakoor Saghih

Keyword(s):

Service Recovery ◽

Electronic Service ◽

Recovery Strategies ◽

Moderating Role

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The role of logistics service quality dimensions on marketing flexibility: An empirical study in Dairy factories in Duhok governorate

Uncertain Supply Chain Management ◽

10.5267/j.uscm.2020.3.002 ◽

2020 ◽

pp. 537-546 ◽

Cited By ~ 1

Author(s):

Farsat Ali Shaban ◽

Dilgash Q. Mohamed Salih

Keyword(s):

Empirical Study ◽

Service Quality ◽

Logistics Service ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Logistics Service Quality ◽

Marketing Flexibility

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The Evolution of Logistics Service Providers and the Role of Internet-based Applications in Facilitating Global Operations

Enterprise Networks and Logistics for Agile Manufacturing ◽

10.1007/978-1-84996-244-5_14 ◽

2010 ◽

pp. 297-310 ◽

Cited By ~ 3

Author(s):

Aristides Matopoulos ◽

Eleni-Maria Papadopoulou

Keyword(s):

Service Providers ◽

Logistics Service ◽

Logistics Service Providers ◽

Global Operations

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