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~person:"Allard, Thomas"
~person:"Chebat, Jean-Charles"
~person:"Noussair, Charles"
~person:"Otero-Neira, Carmen"
~subject:"Beschwerdemanagement"
~subject:"Bildungsniveau"
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Beschwerdemanagement
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Emotion
14
Emotions
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Experiment
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emotions
7
Consumer behaviour
6
Konsumentenverhalten
6
Customer satisfaction
5
Kundenzufriedenheit
5
Complaint management
4
Dienstleistungsqualität
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Negative emotions
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Service quality
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3
Mexico
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behavioral economics
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choice experiments
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ecosystem services
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rationality
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Appraisal Theory of Emotions
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Cognition
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Inward and outward negative emotions
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Allard, Thomas
Chebat, Jean-Charles
Noussair, Charles
Otero-Neira, Carmen
Svensson, Göran
3
Padin, Carmen
2
Ahmed, Zafar U.
1
Awasthi, Ashwini K.
1
Badawi, Badawi
1
Balaji, M. S.
1
Basgoze, Pinar
1
Cai, Ruiying
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Hartati, Wiwi
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Hinck, Wolfgang
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Ho Xuan Huong
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Hyun, Sunghyup Sean
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Høgevold, Nils
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Kasnakoglu, Berna Tari
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Kumar, Vineet
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Le, Angelina Nhat Hanh
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Magaña Carrillo, Irma
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McColl-Kennedy, Janet R.
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Meyer-Waarden, Lars
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International journal of business excellence : IJBEX
1
International journal of contemporary hospitality management
1
Journal of business research : JBR
1
Journal of economic studies
1
Journal of marketing
1
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ECONIS (ZBW)
5
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1
Does happiness raise test scores : does fear lower them : experimental evidence
Noussair, Charles
;
Seaback, Kierstin
- In:
Journal of economic studies
50
(
2023
)
8
,
pp. 1637-1646
Persistent link: https://www.econbiz.de/10014428626
Saved in:
2
Balancing reactions and actions between service receivers and service providers to resolve service failures
Magaña Carrillo, Irma
;
Svensson, Göran
;
Otero-Neira, …
- In:
International journal of business excellence : IJBEX
26
(
2022
)
1
,
pp. 20-41
Persistent link: https://www.econbiz.de/10013198109
Saved in:
3
Negative reviews, positive impact : consumer empathetic responding to unfair word of mouth
Allard, Thomas
;
Dunn, Lea H.
;
White, Katherine
- In:
Journal of marketing
84
(
2020
)
4
,
pp. 86-108
Persistent link: https://www.econbiz.de/10012231631
Saved in:
4
The double-edged sword : the positive and negative effects of swithcing costs on customer exit and revenge
Haj-Salem, Narjes
;
Chebat, Jean-Charles
- In:
Journal of business research : JBR
67
(
2014
)
6
,
pp. 1106-1113
Persistent link: https://www.econbiz.de/10010364518
Saved in:
5
New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen
;
Svensson, Göran
;
Otero-Neira, Carmen
; …
- In:
International journal of contemporary hospitality management
27
(
2015
)
1
,
pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
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