Yin-Hui Cheng

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

Whom Yin-Hui Cheng trusts overall

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

  1. Jochen Wirtz
  2. Anna S. Mattila

Papers from Yin-Hui Cheng's perspective

Ordered by how strongly the researchers Yin-Hui Cheng 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