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How customers cope with service failure? : a study of brand reputation and customer satisfaction
Sengupta, Aditi Sarkar; Balaji, M. S.; Krishnan, Balaji C. - In: Journal of business research : JBR 68 (2015) 3, pp. 665-674
Persistent link: https://www.econbiz.de/10010496157
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Recover from a service failure : the differential effects of brand betrayal and brand disappointment on an exclusive brand offering
Teck Ming Tan; Balaji, M. S.; Oikarinen, Eeva-Liisa; … - In: Journal of business research : JBR 123 (2021), pp. 126-139
Persistent link: https://www.econbiz.de/10012430477