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Journal of service research : JSR
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When frontline employee behavior backfires : distinguishing between customer
gratitude
and indebtedness and their impact on relational behaviors
Bock, Dora E.
;
Folse, Judith Anne Garretson
;
Black, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 322-336
Persistent link: https://www.econbiz.de/10011665447
Saved in:
2
Managing the bright and dark sides of status endowment in hierarchical loyalty programs
Eggert, Andreas
;
Steinhoff, Lena
;
Garnefeld, Ina
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 210-228
Persistent link: https://www.econbiz.de/10011283708
Saved in:
3
Examining the penalty resolution process : building loyalty through
gratitude
and fairness
Xia, Lan
;
Kukar-Kinney, Monika
- In:
Journal of service research : JSR
16
(
2013
)
4
,
pp. 518-532
Persistent link: https://www.econbiz.de/10010203507
Saved in:
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