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~person:"Dangelmaier, Wilhelm"
~person:"Shin, Hyunju"
~subject:"Business performance"
~subject:"Forgiveness"
~type_genre:"Article in journal"
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Business performance
Forgiveness
Customer service
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Kundenservice
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Customer satisfaction
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Dangelmaier, Wilhelm
Shin, Hyunju
Casidy, Riza
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Ellinger, Alexander E.
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Frösén, Johanna
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Gannon, Martin
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Okumus, Bendegul
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Rahimi, Roya
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Rebiazina, Vera A.
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Journal of retailing and consumer services
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The journal of services marketing
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The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Casidy, Riza
;
Shin, Hyunju
- In:
Journal of retailing and consumer services
27
(
2015
),
pp. 103-112
Persistent link: https://www.econbiz.de/10011388094
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2
The effect of implicit service guarantees on business performance
Shin, Hyunju
;
Ellinger, Alexander E.
- In:
The journal of services marketing
27
(
2013
)
6
,
pp. 431-442
Persistent link: https://www.econbiz.de/10010198222
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