Matches in SemOpenAlex for { <https://semopenalex.org/work/W656438046> ?p ?o ?g. }
- W656438046 abstract "Despite significant recent research attention to service failures and service recovery, few efforts investigate preemptive strategies as a means to avoid service failures. Drawing on equity theory, we introduce the concept of conflict handling, which refers to a service firm's capability to anticipate and equitably resolve conflicts in service interactions. In a survey of two service contexts in Malaysia with more than 800 respondents, the authors find that conflict handling influences satisfaction and trust but not customer perceptions of customer orientation. Also, trust and customer perceptions of customer orientation mediate the relationship between conflict handling and customer loyalty and between customer satisfaction and customer loyalty." @default.
- W656438046 created "2016-06-24" @default.
- W656438046 creator A5035955564 @default.
- W656438046 creator A5047804140 @default.
- W656438046 creator A5055434021 @default.
- W656438046 date "2009-01-01" @default.
- W656438046 modified "2023-09-25" @default.
- W656438046 title "After the horse has left the barn it's too late to close the door: a study of service firms' conflict handling ability" @default.
- W656438046 cites W1481122935 @default.
- W656438046 cites W1542256811 @default.
- W656438046 cites W1965446534 @default.
- W656438046 cites W1970492996 @default.
- W656438046 cites W1987258130 @default.
- W656438046 cites W1990181893 @default.
- W656438046 cites W1991670833 @default.
- W656438046 cites W1995586026 @default.
- W656438046 cites W1996757241 @default.
- W656438046 cites W1998751590 @default.
- W656438046 cites W2001682939 @default.
- W656438046 cites W2003084941 @default.
- W656438046 cites W2008202927 @default.
- W656438046 cites W2017115561 @default.
- W656438046 cites W2018872114 @default.
- W656438046 cites W2020976086 @default.
- W656438046 cites W2021310896 @default.
- W656438046 cites W2043842361 @default.
- W656438046 cites W2078122323 @default.
- W656438046 cites W2078158581 @default.
- W656438046 cites W2078646088 @default.
- W656438046 cites W2093611241 @default.
- W656438046 cites W2102395712 @default.
- W656438046 cites W2109174512 @default.
- W656438046 cites W2121967685 @default.
- W656438046 cites W2122912498 @default.
- W656438046 cites W2134652588 @default.
- W656438046 cites W2137247419 @default.
- W656438046 cites W2143242709 @default.
- W656438046 cites W2148219776 @default.
- W656438046 cites W2148799739 @default.
- W656438046 cites W2153932359 @default.
- W656438046 cites W2175919690 @default.
- W656438046 cites W2183387232 @default.
- W656438046 cites W3015634246 @default.
- W656438046 cites W3093398451 @default.
- W656438046 cites W3126090267 @default.
- W656438046 hasPublicationYear "2009" @default.
- W656438046 type Work @default.
- W656438046 sameAs 656438046 @default.
- W656438046 citedByCount "0" @default.
- W656438046 crossrefType "journal-article" @default.
- W656438046 hasAuthorship W656438046A5035955564 @default.
- W656438046 hasAuthorship W656438046A5047804140 @default.
- W656438046 hasAuthorship W656438046A5055434021 @default.
- W656438046 hasConcept C101276457 @default.
- W656438046 hasConcept C140781008 @default.
- W656438046 hasConcept C144133560 @default.
- W656438046 hasConcept C146897074 @default.
- W656438046 hasConcept C162853370 @default.
- W656438046 hasConcept C191511416 @default.
- W656438046 hasConcept C2775902765 @default.
- W656438046 hasConcept C2776967331 @default.
- W656438046 hasConcept C2780378061 @default.
- W656438046 hasConcept C31367271 @default.
- W656438046 hasConcept C63207073 @default.
- W656438046 hasConcept C77197577 @default.
- W656438046 hasConceptScore W656438046C101276457 @default.
- W656438046 hasConceptScore W656438046C140781008 @default.
- W656438046 hasConceptScore W656438046C144133560 @default.
- W656438046 hasConceptScore W656438046C146897074 @default.
- W656438046 hasConceptScore W656438046C162853370 @default.
- W656438046 hasConceptScore W656438046C191511416 @default.
- W656438046 hasConceptScore W656438046C2775902765 @default.
- W656438046 hasConceptScore W656438046C2776967331 @default.
- W656438046 hasConceptScore W656438046C2780378061 @default.
- W656438046 hasConceptScore W656438046C31367271 @default.
- W656438046 hasConceptScore W656438046C63207073 @default.
- W656438046 hasConceptScore W656438046C77197577 @default.
- W656438046 hasLocation W6564380461 @default.
- W656438046 hasOpenAccess W656438046 @default.
- W656438046 hasPrimaryLocation W6564380461 @default.
- W656438046 hasRelatedWork W132274746 @default.
- W656438046 hasRelatedWork W1965349959 @default.
- W656438046 hasRelatedWork W1967911962 @default.
- W656438046 hasRelatedWork W2038749120 @default.
- W656438046 hasRelatedWork W2053050475 @default.
- W656438046 hasRelatedWork W2056750367 @default.
- W656438046 hasRelatedWork W2121737015 @default.
- W656438046 hasRelatedWork W2122329432 @default.
- W656438046 hasRelatedWork W2171874386 @default.
- W656438046 hasRelatedWork W229969764 @default.
- W656438046 hasRelatedWork W2310538607 @default.
- W656438046 hasRelatedWork W2397168223 @default.
- W656438046 hasRelatedWork W2510007444 @default.
- W656438046 hasRelatedWork W2601487698 @default.
- W656438046 hasRelatedWork W2766859771 @default.
- W656438046 hasRelatedWork W2902782648 @default.
- W656438046 hasRelatedWork W2906860796 @default.
- W656438046 hasRelatedWork W3092000264 @default.
- W656438046 hasRelatedWork W3126680185 @default.
- W656438046 hasRelatedWork W3195302396 @default.