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~person:"Gustafsson, Anders"
~person:"Mattila, Anna S."
~person:"Vázquez Casielles, Rodolfo"
~subject:"Complaint management"
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Complaint management
Consumer behaviour
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Gustafsson, Anders
Mattila, Anna S.
Vázquez Casielles, Rodolfo
Huang, Wen Hsien
2
Tronvoll, Bård
2
Aslan, Marjan
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Bloemer, Johanna M.
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Bradley, Graham L.
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Journal of service management
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A double whammy effect of ethnicity and gender on consumer responses to management level service failures
Wu, Luorong
;
Han, Rachel
;
Mattila, Anna S.
- In:
Journal of service management
27
(
2016
)
3
,
pp. 339-359
Persistent link: https://www.econbiz.de/10011583559
Saved in:
2
Organizational learning from customer feedback received by service employees : a social capital perspective
Wirtz, Jochen
;
Tambyah, Siok Kuan
;
Mattila, Anna S.
- In:
Journal of service management
21
(
2010
)
3
,
pp. 363-387
Persistent link: https://www.econbiz.de/10003993797
Saved in:
3
Lack of preferential treatment : effects on dissatisfaction after a service failure
Varela Neira, Concepción
;
Vázquez Casielles, Rodolfo
; …
- In:
Journal of service management
21
(
2010
)
1
,
pp. 45-68
Persistent link: https://www.econbiz.de/10003964392
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