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~person:"Beatty, Sharon E."
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Beatty, Sharon E.
Mattila, Anna S.
24
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ECONIS (ZBW)
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The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno
;
Schäfers, Tobias
;
Walsh, Gianfranco
; …
- In:
Journal of service research
22
(
2019
)
1
,
pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
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2
Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Beatty, Sharon E.
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 188-203
Persistent link: https://www.econbiz.de/10011684846
Saved in:
3
Employees’ decision making in the face of customers’ fuzzy return requests
Wang, Sijun
;
Beatty, Sharon E.
;
Liu, Jeanny
- In:
Journal of marketing
76
(
2012
)
6
,
pp. 69-86
Persistent link: https://www.econbiz.de/10009670264
Saved in:
4
Anticipating a service experience
Harrison, Mary P.
;
Beatty, Sharon E.
- In:
Journal of business research : JBR
64
(
2011
)
6
,
pp. 579-585
Persistent link: https://www.econbiz.de/10008988787
Saved in:
5
Betrayal? : relationship quality implications in service recovery
Holloway, Betsy Bugg
;
Wang, Sijun
;
Beatty, Sharon E.
- In:
The journal of services marketing
23
(
2009
)
6
,
pp. 385-396
Persistent link: https://www.econbiz.de/10009525724
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