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~isPartOf:"California management review"
~isPartOf:"Journal of service research : JSR"
~subject:"Complaint management"
~subject:"Kundenzufriedenheit"
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Complaint management
Kundenzufriedenheit
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McColl-Kennedy, Janet R.
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California management review
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ECONIS (ZBW)
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Customer rage : triggers, tipping points, and take-outs
Patterson, Paul G.
;
McColl-Kennedy, Janet R.
;
Smith, Amy K.
- In:
California management review
52
(
2009/10
)
1
,
pp. 6-28
Persistent link: https://www.econbiz.de/10003960175
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2
Unpacking customer rage elicitation : a dynamic model
Surachartkumtonkun, Jiraporn
;
McColl-Kennedy, Janet R.
; …
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 177-192
Persistent link: https://www.econbiz.de/10011283710
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3
Customer effort in value cocreation activities : improving quality of life and behavioral intentions of health care customers
Sweeney, Jillian C.
;
Danaher, Tracey S.
; …
- In:
Journal of service research : JSR
18
(
2015
)
3
,
pp. 318-335
Persistent link: https://www.econbiz.de/10011336505
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4
Selective halo effects arising from improving the interpersonal skills of frontline employees
Dagger, Tracey S.
;
Danaher, Peter J.
;
Sweeney, Jillian C.
; …
- In:
Journal of service research : JSR
16
(
2013
)
4
,
pp. 488-502
Persistent link: https://www.econbiz.de/10010203520
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5
Who wants a relationship anyway? : conditions when consumers expect a relationship with their service provider
Danaher, Peter J.
;
Conroy, Denise M.
;
McColl-Kennedy, …
- In:
Journal of service research : JSR
11
(
2008/09
)
1
,
pp. 43-62
Persistent link: https://www.econbiz.de/10003750012
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6
Geysers or bubbling hot springs? : a cross-cultural examination of customer rage from Eastern and Western perspectives
Patterson, Paul G.
;
Brady, Michael K.
;
McColl-Kennedy, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 243-259
Persistent link: https://www.econbiz.de/10011665370
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