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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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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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Matching service recovery solutions to customer recovery preferences
Nguyen, Doan T.; McColl-Kennedy, Janet R.; Dagger, Tracey S. - In: European journal of marketing : EJM 46 (2012) 9, pp. 1171-1194
Persistent link: https://www.econbiz.de/10009661665
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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