Showing 1 - 20 results of 40 for search 'CUSTOMER RETENTION AND SERVICE RECOVERY', query time: 1.96s Refine Results
  1. 1
    Customer retention: A theoretical perspective of service failure and service recovery in the hotel industry
    by D. J. Petzer, T. F.J. Steyn
    Published 2006-12-01
    “... activities associated with service failure management and service recovery as a means to retain customers...”
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    Article
  2. 2
    The influence of relationship intention on satisfaction, loyalty and retention following service recovery in the cellular industry / Liezl-Marié Kruger
    Subjects: “...Expectations of service recovery...”
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  3. 3
    The influence of relationship intention on satisfaction, loyalty and retention following service recovery in the cellular industry / Liezl-Marié Kruger
    Subjects: “...Expectations of service recovery...”
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  4. 4
    A Study for the Influence of Customer Perceived Fairness from Service Recovery Strategies on Relationship Retention and the Moderating Effect of Prior Relationship
    by Liao, Wen-Yu, 廖文玉
    Published 2013
    “.... This article aims to analyze the relationships among customer perceived fairness of service recovery, trust...”
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  5. 5
    Analysis of the Strategies used by the Gyms Managers aiming to capture, retention and recovery of Customers
    by Rodolfo de Azevedo Raiol
    Published 2020-07-01
    Subjects: “...customer...”
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    Article
  6. 6
    Customer-company identification in service failure context: the role of service recovery, corporate social responsibility, and customer participation
    by Kwan, Ho Yan
    Published 2015
    Subjects: “...Consumer satisfaction;Customer loyalty;Customer relations....”
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  7. 7
    The impact of Service Recovery Attitude on Customer Satisfaction and Loyalty Behavior
    by Lin,Guan-Yu, 林冠宇
    Published 2017
    “... are becoming more demanding of their offerings. To enhance customer retention through better service quality...”
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  8. 8
    The Influence of Service Failure on Customer Satisfaction, Customer Retention & Word ofmouth of The Wang Group –The Moderating Effect of Culture Model Approach
    by Li, Shinwen, 李馨文
    Published 2012
    “... service failure factors of customer satisfaction, customer retention & the impact of word of mouth...”
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  9. 9
    Exploring the Relationship Between Service Quality, Customer Satisfaction and Customer Retention Rate-a Case Study of the Hair Perm Industry
    by HO,MEI-HUA, 何美樺
    Published 2019
    “...%, and using spss17.0 statistical software for analysis. research shows: 1.Quality of service and customer...”
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  10. 10
    Closed Loop Satisfaction Measurement: New Wine from Old Bottles
    by O'Connell, Michael Thomas
    Published 2011
    Subjects: “...Service recovery...”
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  11. 11
    Influences of family communication patterns on complaints and preferences of service failure recovery for adolescent customers
    by Vikki Wei-Ting Chiu, 邱瑋婷
    Published 2008
    “...碩士 === 國立中興大學 === 行銷學系所 === 96 === Complaint handling has great influence on customer retention...”
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  12. 12
    Service recovery in sport service contexts : an investigation of the veracity of the recovery paradox
    by Lilienthal, Sonja K.
    Published 1997
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  13. 13
    Service Recovery and the Elusive Paradox: An Examination of the Effects of Magnitude of Service Failure, Service Failure Responsiveness, Service Guarantee and Additional Recovery Effort on Service Recovery Outcomes
    by Kerr, Anthony Hugh
    Published 2004
    “... of service failure on customer satisfaction levels and other service recovery outcomes (Study 2). Additional...”
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  14. 14
    A Study on Service Recovery Efforts, Relationship Quality and its Effects on Customer Attitudes and Behaviours in Taiwan’s Fastener Industry
    by Yi-Shan Lee, 李宜珊
    Published 2008
    “... between Service Recovery Efforts and Behaviours on Post-customer Complaints in Fastener Industry. Cross...”
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  15. 15
    The impact of public bicycle rental system service failures customer retention rate remedy - A Case Study of Taipei YouBike
    by Wu, Chang-Chieh, 吳昌杰
    Published 2016
    “... on bicycles smiling (YouBike) of service failure, study the impact of service recovery and customer retention...”
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  16. 16
    After Sales service : Complaint to Service Recovery Improvement
    by Ngae A Njama, Alain Patrick
    Published 2012
    Subjects: “...Service Recovery...”
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  17. 17
    Customer retention management for the hotel industry in Gauteng / Daniël Johannes Petzer
    by Petzer, Daniël Johannes
    Published 2009
    “... develops a customer retention framework for Gauteng hotels. The study's literature review reveals...”
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  18. 18
    Customer retention management for the hotel industry in Gauteng / Daniël Johannes Petzer
    by Petzer, Daniël Johannes
    Published 2009
    “... develops a customer retention framework for Gauteng hotels. The study's literature review reveals...”
    Get full text
  19. 19
    The Study of Corporate Image, Service Recovery
    by Chen, Cheng-Ta, 陳鉦達
    Published 2002
    “... retention decision is a key issue, however, it has received little attention in the service marketing area...”
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  20. 20
    Building customer relationships as retention strategy in the South African domestic passenger airline industry
    by Pierre Mostert, Christine De Meyer
    Published 2010-12-01
    “... on customer satisfaction, loyalty, and ultimately customer retention. The effect of service failures...”
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    Article
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