Examining the perceptions of the observing customer towards service recovery incident of another customer / (Record no. 78735)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02398cam a2200325 a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | EG-GiCUC |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250223032628.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 201114s2020 ua d f m 000 0 eng d |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | EG-GiCUC |
| Language of cataloging | eng |
| Transcribing agency | EG-GiCUC |
| 041 0# - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 049 ## - LOCAL HOLDINGS (OCLC) | |
| Holding library | Deposite |
| 097 ## - Thesis Degree | |
| Thesis Level | Ph.D |
| 099 ## - LOCAL FREE-TEXT CALL NUMBER (OCLC) | |
| Classification number | Cai01.05.01.Ph.D.2020.Sa.E |
| 100 0# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Sarah Ali Mohamed Elrafei |
| 245 10 - TITLE STATEMENT | |
| Title | Examining the perceptions of the observing customer towards service recovery incident of another customer / |
| Statement of responsibility, etc. | Sarah Ali Mohamed Elrafei ; Supervised Mohamed Sobhy Ahmed Hassan |
| 246 15 - VARYING FORM OF TITLE | |
| Title proper/short title | دراسة مدى إدراك العميل المراقب تجاه حاله تصيح الخدمة لعميل اخر |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Cairo : |
| Name of publisher, distributor, etc. | Sarah Ali Mohamed Elrafei , |
| Date of publication, distribution, etc. | 2020 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 190 Leaves : |
| Other physical details | charts ; |
| Dimensions | 30cm |
| 502 ## - DISSERTATION NOTE | |
| Dissertation note | Thesis (M.Sc.) - Cairo University - Faculty of Commerce - Department of Business Administration |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Purpose {u2013} This study examines customers{u2019} reactions, including customer desire for revenge, revisit intention and social and emotional support, to service failure happening to adjacent customer and how the service recovery approach to this incident may mitigate these responses. It also examines psychological mechanisms (i.e. attribution of failure and jealousy) that may mediate the influence of these incidents on customers{u2019} responses. Design/methodology/approach {u2013} Two studies were conducted to test the conceptual framework.They follow 2 x 2 between-subjects factorial experimental design using written scenarios. The scenarios described an observing customer witnessing a service failure (study one) and recovery (study two) happening to adjacent customer in a restaurant setting, 182 and 111 restaurant customers were randomly assigned to experimental conditions in study one and two respectively. Respondents were recruited from Amazon Mechanical Turk (Amazon Mturk) who are resident in USA. The data was collected by the means of online survey and analysed by the means of MANCOVA, Smart PLS and PROCESS-Hayes |
| 530 ## - ADDITIONAL PHYSICAL FORM AVAILABLE NOTE | |
| Additional physical form available note | Issued also as CD |
| 653 #4 - INDEX TERM--UNCONTROLLED | |
| Uncontrolled term | Customer-to-customer interaction |
| 653 #4 - INDEX TERM--UNCONTROLLED | |
| Uncontrolled term | Observing customer |
| 653 #4 - INDEX TERM--UNCONTROLLED | |
| Uncontrolled term | Service encounter |
| 700 0# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Mohamed Sobhy Ahmed Hassan , |
| Relator term | |
| 856 ## - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="http://172.23.153.220/th.pdf">http://172.23.153.220/th.pdf</a> |
| 905 ## - LOCAL DATA ELEMENT E, LDE (RLIN) | |
| Cataloger | Nazla |
| Reviser | Revisor |
| 905 ## - LOCAL DATA ELEMENT E, LDE (RLIN) | |
| Cataloger | Shimaa |
| Reviser | Cataloger |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Koha item type | Thesis |
| Source of classification or shelving scheme | Not for loan | Home library | Current library | Date acquired | Full call number | Barcode | Date last seen | Koha item type | Copy number |
|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | المكتبة المركزبة الجديدة - جامعة القاهرة | قاعة الرسائل الجامعية - الدور الاول | 11.02.2024 | Cai01.05.01.Ph.D.2020.Sa.E | 01010110082009000 | 22.09.2023 | Thesis | ||
| Dewey Decimal Classification | المكتبة المركزبة الجديدة - جامعة القاهرة | مخـــزن الرســائل الجـــامعية - البدروم | 11.02.2024 | Cai01.05.01.Ph.D.2020.Sa.E | 01020110082009000 | 22.09.2023 | CD - Rom | 82009.CD |