| 000 | 02398cam a2200325 a 4500 | ||
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| 003 | EG-GiCUC | ||
| 005 | 20250223032628.0 | ||
| 008 | 201114s2020 ua d f m 000 0 eng d | ||
| 040 |
_aEG-GiCUC _beng _cEG-GiCUC |
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| 041 | 0 | _aeng | |
| 049 | _aDeposite | ||
| 097 | _aPh.D | ||
| 099 | _aCai01.05.01.Ph.D.2020.Sa.E | ||
| 100 | 0 | _aSarah Ali Mohamed Elrafei | |
| 245 | 1 | 0 |
_aExamining the perceptions of the observing customer towards service recovery incident of another customer / _cSarah Ali Mohamed Elrafei ; Supervised Mohamed Sobhy Ahmed Hassan |
| 246 | 1 | 5 | _aدراسة مدى إدراك العميل المراقب تجاه حاله تصيح الخدمة لعميل اخر |
| 260 |
_aCairo : _bSarah Ali Mohamed Elrafei , _c2020 |
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| 300 |
_a190 Leaves : _bcharts ; _c30cm |
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| 502 | _aThesis (M.Sc.) - Cairo University - Faculty of Commerce - Department of Business Administration | ||
| 520 | _aPurpose {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 | _aIssued also as CD | ||
| 653 | 4 | _aCustomer-to-customer interaction | |
| 653 | 4 | _aObserving customer | |
| 653 | 4 | _aService encounter | |
| 700 | 0 |
_aMohamed Sobhy Ahmed Hassan , _eSupervisor |
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| 856 | _uhttp://172.23.153.220/th.pdf | ||
| 905 |
_aNazla _eRevisor |
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| 905 |
_aShimaa _eCataloger |
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| 942 |
_2ddc _cTH |
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_c78735 _d78735 |
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