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Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint-handling encounters
Gruber, Thorsten; Szmigin, Isabelle; Voss, Roediger - In: The journal of services marketing 23 (2009) 6, pp. 422-435
Persistent link: https://www.econbiz.de/10009525715
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A cross-cultural comparison of perceived informational fairness with service failure explanations
Wang, Chen-ya; Mattila, Anna S. - In: The journal of services marketing 25 (2011) 6, pp. 429-439
Persistent link: https://www.econbiz.de/10009390049
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An examination of consumer advocacy and complaining behavior in the context of service failure
Chelminski, Piotr; Coulter, Robin A. - In: The journal of services marketing 25 (2011) 5, pp. 361-370
Persistent link: https://www.econbiz.de/10009272241
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The consumer anger phenomena : causes and consequences
Funches, Vanessa - In: The journal of services marketing 25 (2011) 6, pp. 420-428
Persistent link: https://www.econbiz.de/10009390052
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Predicting negative consumer reactions to services offshoring
Thelen, Shawn T.; Shapiro, Terri - In: The journal of services marketing 26 (2012) 3, pp. 181-193
Persistent link: https://www.econbiz.de/10009568245
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Understanding loyalty bonds and their impact on relationship strength : a service firm perspective
Moore, Melissa L.; Ratneshwar, Srinivasan; Moore, Robert S. - In: The journal of services marketing 26 (2012) 4, pp. 253-264
Persistent link: https://www.econbiz.de/10009581944
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Services' influence on minority portrayals in magazine advertising
Briggs, Elten; Landry, Timothy D.; Torres, Ivonne M. - In: The journal of services marketing 24 (2010) 2/3, pp. 209-218
Persistent link: https://www.econbiz.de/10003990926
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Do relationship benefits and maintenance drive commitment and loyalty?
Dagger, Tracey S.; David, Meredith E.; Ng, Sandy - In: The journal of services marketing 25 (2011) 4, pp. 273-281
Persistent link: https://www.econbiz.de/10009272273
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A view from the street : an exploratory study of consumer attitudes toward offshoring of professional services in the United States
Koku, Paul Sergius - In: The journal of services marketing 29 (2015) 2, pp. 150-159
Persistent link: https://www.econbiz.de/10011343381
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Employee revenge against uncivil customers
Bedi, Akanksha; Schat, Aaron C. H. - In: The journal of services marketing 31 (2017) 6, pp. 636-649
Persistent link: https://www.econbiz.de/10011801639