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~person:"Flacandji, Michaël"
~person:"Lu, Lu"
~subject:"Theory"
~subject:"service failure"
~subject:"service recovery"
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service failure
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Beschwerdemanagement
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Complaint management
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Customer satisfaction
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Dienstleistungsqualität
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Flacandji, Michaël
Lu, Lu
Grégoire, Yany
5
Mattila, Anna S.
5
Stauss, Bernd
4
Brady, Michael K.
3
Harun, Ahasan
3
Jeschke, Kurt
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Koc, Erdogan
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Zhu, Yajing
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Brock, Christian
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Béal, Mathieu
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Ding, May-Ching
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Poh Theng Loo
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International journal of hospitality management
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of personal selling & sales management
1
Psychology & marketing
1
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When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
2
How can organizational tolerance toward frontline employees' errors help service recovery?
Cusin, Julien
;
Flacandji, Michaël
- In:
Journal of personal selling & sales management
42
(
2022
)
2
,
pp. 91-106
Persistent link: https://www.econbiz.de/10013361660
Saved in:
3
Exploring guest response towards service failure in home-sharing : service presence and consumption motivation
Lu, Lu
;
Mody, Makarand Amrish
;
Andajigarmaroudi, Saeed
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012241810
Saved in:
4
Developing a consumer complaining and recovery effort scale
Lu, Lu
;
Gursoy, Dogan
;
Chi, Christina Geng-Qing
;
Xiao, …
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
5
,
pp. 686-715
Persistent link: https://www.econbiz.de/10011912319
Saved in:
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