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Cooling off and backing out : understanding consumer decisions to rescind a product purchase
Sparks, Beverley; Bradley, Graham L.; Jennings, Gayle R.; … - In: Journal of business research : JBR 67 (2014) 1, pp. 2903-2910
Persistent link: https://www.econbiz.de/10010235283
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Customer's angry voice : targeting employees or the organization?
McColl-Kennedy, Janet R.; Sparks, Beverley; Nguyen, Doan T. - In: Journal of business research : JBR 64 (2011) 7, pp. 707-713
Persistent link: https://www.econbiz.de/10009151712
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Justice strategy options for increased customer satisfaction in a services recovery setting
Sparks, Beverley A.; Mccoll-Kennedy, Janet R. - In: Journal of business research : JBR 54 (2001) 3, pp. 209-218
Persistent link: https://www.econbiz.de/10006724464