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~person:"MacQuilken, Lisa"
~person:"Wu, Luorong"
~subject:"Complaint management"
~subject:"Online retailing"
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Search: subject:"Customer satisfaction"
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Complaint management
Online retailing
Customer satisfaction
19
Kundenzufriedenheit
19
Consumer behaviour
15
Konsumentenverhalten
15
Dienstleistungsqualität
14
Service quality
14
Beschwerdemanagement
8
Beziehungsmarketing
6
Relationship marketing
6
Customer service
4
Dienstleistungssektor
4
Kundenservice
4
Service industry
4
Gastronomie
3
Restaurant industry
3
Dienstleistung
2
Emotion
2
Gerechtigkeit
2
Hospital
2
Internet marketing
2
Justice
2
Krankenhaus
2
Online-Handel
2
Online-Marketing
2
Selbstbedienung
2
Self-service
2
Services
2
Viral marketing
2
Virales Marketing
2
Aesthetic labor
1
Aesthetics
1
Ambient intimacy
1
Arbeitszufriedenheit
1
Blame attributions
1
Brand management
1
Compensation system
1
Competence
1
Consumer
1
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Article
10
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English
10
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MacQuilken, Lisa
Wu, Luorong
Roschk, Holger
14
Mattila, Anna S.
13
Grégoire, Yany
12
Gelbrich, Katja
11
Van Vaerenbergh, Yves
9
Jang, Soocheong
8
Prybutok, Victor R.
8
Vázquez Casielles, Rodolfo
8
Grewal, Dhruv
7
Guchait, Priyanko
7
Sparks, Beverley
7
Stauss, Bernd
7
Usman, Osly
7
Balaji, M. S.
6
Parayitam, Satyanarayana
6
Park, Jungkun
6
Rohman, Fatchur
6
Seidel, Wolfgang
6
Xu, Xun
6
Chebat, Jean-Charles
5
Day, Ralph L.
5
Falk, Tomas
5
Hammerschmidt, Maik
5
Harun, Ahasan
5
Larivière, Bart
5
Matos, Celso Augusto de
5
Prashar, Sanjeev
5
Román, Sergio
5
Sajad Rezaei
5
Shin, Hyunju
5
Sreejesh, S.
5
Tandon, Urvashi
5
Tripp, Thomas M.
5
Tronvoll, Bård
5
Weber, Karin
5
Ye, Qiang
5
Ba, Sulin
4
Baker, Melissa A.
4
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Published in...
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Journal of hospitality marketing & management
2
Journal of service management
2
Australasian marketing journal
1
International journal of contemporary hospitality management
1
International journal of hospitality management
1
Journal of service research : JSR
1
Journal of strategic marketing
1
Psychology & marketing
1
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ECONIS (ZBW)
10
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1
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
2
Platform-centric vs. multi-party service failure : an examination of consumers' negative word of mouth about sharing economy platforms
Wu, Luorong
;
Liu, Qing
;
Ma, Shihan
;
Hanks, Lydia
- In:
International journal of contemporary hospitality management
35
(
2023
)
4
,
pp. 1332-1375
Persistent link: https://www.econbiz.de/10014280782
Saved in:
3
Mediating service experiences with online photos : the role of consumers' perceptions of the mediated servicescape
He, Zeya
;
Wu, Luorong
;
Li, Xiang
- In:
Journal of service management
34
(
2023
)
4
,
pp. 657-695
Persistent link: https://www.econbiz.de/10014338199
Saved in:
4
When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...
Fan, Alei
;
Wu, Luorong
;
Miao, Li
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
3
,
pp. 269-290
Persistent link: https://www.econbiz.de/10012256133
Saved in:
5
Frontline health professionals' perceptions of their adaptive competences in service recovery
MacQuilken, Lisa
;
Robertson, Nichola
;
Abbas, Ghassan
; …
- In:
Journal of strategic marketing
28
(
2020
)
1
,
pp. 70-94
Persistent link: https://www.econbiz.de/10012202795
Saved in:
6
Recovering from other-customer-caused failure : the effect on focal customer complaining
MacQuilken, Lisa
;
Robertson, Nichola
;
Polonsky, Michael J.
- In:
Journal of hospitality marketing & management
26
(
2017
)
1
,
pp. 83-104
Persistent link: https://www.econbiz.de/10011669673
Saved in:
7
The impact of power on service customers’ willingness to post online reviews
Wu, Luorong
;
Mattila, Anna S.
;
Wang, Chen-Ya
;
Hanks, Lydia
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 224-238
Persistent link: https://www.econbiz.de/10011485452
Saved in:
8
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:
9
Is guarantee compensation enough? : the important role of fix and employee effort in restoring justice
MacQuilken, Lisa
;
McDonald, Heath
;
Vocino, Andrea
- In:
International journal of hospitality management
33
(
2013
),
pp. 41-50
Persistent link: https://www.econbiz.de/10009746522
Saved in:
10
The influence of failure severity and employee effort on service recovery in a service guarantee context
MacQuilken, Lisa
- In:
Australasian marketing journal
18
(
2010
)
4
,
pp. 214-221
Persistent link: https://www.econbiz.de/10008738306
Saved in:
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