Service recovery x 2

bookA 2020 perspective on “Mine is yours? Using sentiment analysis to explore the degree of risk in sharing economy”

Sentiment analysis has been widely applied to different contexts. In practice, companies use sentime...

2026-02-21 20:38:56

Sentiment analysisNatural language processingService innovationService recoveryValue co-creation

bookElderly customers’ reactions to service failures: the role of future time perspective, wisdom and emotional intelligence

Purpose Considering the scant scholarly research on elderly customers’ behaviors, this study aims ...

2026-02-21 20:38:56

ÉmotionComplaintsCustomer serviceElderly customersFuture time perspectiveProblem-solving complainingQuantitative researchService failuresService recoverySmartPLSEmotional Intelligence