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Employee engagement and the service profit chain in a quick-service restaurant organization
Lambert, Abbie; Jones, Robert Paul; Clinton, Suzanne - In: Journal of business research : JBR 135 (2021), pp. 214-225
Persistent link: https://www.econbiz.de/10012647809
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A Lindblomian perspective on customer complaint management policies
Hultén, Peter - In: Journal of business research : JBR 65 (2012) 6, pp. 788-793
Persistent link: https://www.econbiz.de/10009552500
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Do customer relationships mitigate or amplify failure responses?
Kaltcheva, Velitchka D.; Winsor, Robert D.; Parasuraman, A. - In: Journal of business research : JBR 66 (2013) 4, pp. 525-532
Persistent link: https://www.econbiz.de/10009724760
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The effects of social justice and stigma-consciousness on gay customers' service recovery evaluation
Ro, Heejung; Olson, Eric - In: Journal of business research : JBR 67 (2014) 6, pp. 1162-1169
Persistent link: https://www.econbiz.de/10010365163
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How do firms benefit from customer complaints?
Yılmaz, Çengiz; Varnali, Kaan; Kasnakoglu, Berna Tari - In: Journal of business research : JBR 69 (2016) 2, pp. 944-955
Persistent link: https://www.econbiz.de/10011436370
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Discount reference moderates customers' reactions to discount frames after online service failure
Sharifi, Seyed Shahin; Aghazadeh, Hashem - In: Journal of business research : JBR 69 (2016) 10, pp. 4074-4080
Persistent link: https://www.econbiz.de/10011553910
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An asymmetric configural model approach for understanding complainer emotions and loyalty
Kasnakoglu, Berna Tari; Yılmaz, Çengiz; Varnali, Kaan - In: Journal of business research : JBR 69 (2016) 9, pp. 3659-3672
Persistent link: https://www.econbiz.de/10011515218
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How a firm's best versus normal customers react to compensation after a service failure
Gelbrich, Katja; Gäthke, Jana; Grégoire, Yany - In: Journal of business research : JBR 69 (2016) 10, pp. 4331-4339
Persistent link: https://www.econbiz.de/10011554578
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Group service recovery strategies effectiveness : the moderating effects of group size and relational distance
Zhou, Yuanyuan; Tsang, Alex S. L.; Huang, Minxue; Zhou, Nan - In: Journal of business research : JBR 67 (2014) 11, pp. 2480-2485
Persistent link: https://www.econbiz.de/10010402748
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Relationship correspondence : similarities and differences in business response to complimentary versus complaining consumers
Martin, Charles L.; Smart, Denise T. - In: Journal of business research : JBR 17 (1988) 2, pp. 155-173
Persistent link: https://www.econbiz.de/10003626674