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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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Satisfaction, inertia, and customer loyalty in the varying levels of the zone of tolerance and alternative attractiveness
Wu, Li-wei - In: The journal of services marketing 25 (2011) 5, pp. 310-322
Persistent link: https://www.econbiz.de/10009272264
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Language-related stereotype threat, customers' well-being and its outcome
Malik, Aaminah Zaman; Paswan, Audhesh - In: The journal of services marketing 37 (2023) 7, pp. 895-910
Persistent link: https://www.econbiz.de/10014333405
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Attribution of success and failure in intercultural service encounters : the moderating role of personal cultural orientations
Tam, Jackie L. M.; Sharma, Piyush; Kim, Namwoon - In: The journal of services marketing 30 (2016) 6, pp. 643-658
Persistent link: https://www.econbiz.de/10011635055
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The interplay of customer experience and commitment
Keiningham, Timothy; Ball, Joan; Benoit, Sabine; Bruce, … - In: The journal of services marketing 31 (2017) 2, pp. 148-160
Persistent link: https://www.econbiz.de/10011654644
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Consumer ethnocentrism vs. intercultural competence as moderators in intercultural service encounters
Sharma, Piyush; Zhan, Wu - In: The journal of services marketing 29 (2015) 2, pp. 93-102
Persistent link: https://www.econbiz.de/10011343392
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Call it robot : anthropomorphic framing and failure of self-service technologies
Barone, Ada Maria; Stagno, Emanuela; Donato, Carmela - In: The journal of services marketing 38 (2024) 3, pp. 272-287
Persistent link: https://www.econbiz.de/10014515617
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Alexa, may I adopt you? : the role of voice assistant empathy and user-perceived risk in customer service delivery
Coker, Kesha K.; Thakur, Ramendra - In: The journal of services marketing 38 (2024) 3, pp. 301-311
Persistent link: https://www.econbiz.de/10014515626
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The other extreme of the circumplex of emotion : an investigation of consumer outrage
Bourdeau, Brian L.; Cronin, J. J.; Padgett, Daniel T.; … - In: The journal of services marketing 38 (2024) 3, pp. 312-325
Persistent link: https://www.econbiz.de/10014515634
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Consumer effort in service encounters : the overlooked impact of surface acting
Cook, Laurel Aynne; Bone, Paula Fitzgerald; Sadeghein, Raika - In: The journal of services marketing 36 (2022) 2, pp. 297-309
Persistent link: https://www.econbiz.de/10013407489