Ke Ma

Is high recovery more effective than expected recovery in addressing service failure? — A moral judgment perspective

Tong Chen, Ke Ma, Xuemei Bian et al. · Journal of Business Research · 2017 · 84 citations · Full text

Moral Judgment Perspective, Service Failure, Behavioral Decision Making +7

Improving Social Acceptance of Waste-to-Energy Incinerators in China: Role of Place Attachment, Trust, and Fairness

Guanghui Hou, Tong Chen, Ke Ma et al. · Sustainability · 2019 · 41 citations · Full text

Engineering, Behavioral Decision Making, Environmental Impact Assessment +28

Gaining satisfaction: the role of brand equity orientation and failure type in service recovery

Ke Ma, Xin Zhong, Guanghui Hou · European Journal of Marketing · 2020 · 37 citations

Customer Satisfaction, Mediation Role, Consumer Research +19

Effects of human-robot interaction type on customer tolerance of humanoid robot service failure

Ke Ma, Xiaojie Duan, Xiaoye Fu et al. · Journal of Hospitality Marketing & Management · 2024 · 27 citations

Customer Satisfaction, Human-robot Interaction Type, Behavioral Sciences +10

Influence of thinking style and attribution on consumer response to online stockouts

Ke Ma, Tong Chen, Chundong Zheng · Journal of Retailing and Consumer Services · 2018 · 26 citations

Consumer Response, Online Customer Behavior, Behavioral Decision Making +15