Chai Chang

Organizational Behavior and Human Resource Management · 2012

A researcher in the Science corpus: 1 paper; trusts 2 researchers and is trusted by 0 researchers here, as inferred from the citation graph.

Subfields

• Organizational Behavior and Human Resource Management — 7 citations into it

Whom Chai Chang trusts overall

Their strongest outbound trust, strongest first, inferred from their citations.

1. Jochen Wirtz

Papers from Chai Chang's perspective

Ordered by how strongly the researchers Chai Chang trusts endorse each paper. Same corpus, a different order for every researcher.

1. Consumer responses to compensation, speed of recovery and apology after a service failure
2. The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments
3. Service failure and recovery: The impact of relationship factors on customer satisfaction
4. Service failures and recovery in retail banking: the customers’ perspective
5. Perceived controllability and service expectations: Influences on customer reactions following service failure
6. Critical Incidents and the Impact of Satisfaction on Customer Share
7. Implications of loyalty program membership and service experiences for customer retention and value
8. The role of preconsumption affect in postpurchase evaluation of services
9. Earning the Right to Indulge: Effort as a Determinant of Customer Preferences toward Frequency Program Rewards
10. The mismanagement of customer loyalty. (Harvard Business Review)

Their papers

• The effect of service failure types and service recovery on customer satisfaction: a mental accounting perspective (2012) — 137 citations