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Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.; Hancock, Tyler; Kazandjian, Brett; … - In: Journal of business research : JBR 144 (2022), pp. 703-716
Persistent link: https://www.econbiz.de/10013185032
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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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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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Co-creation of online service recoveries and its effects on complaint bystanders
Hutzinger, Clemens; Weitzl, Wolfgang - In: Journal of business research : JBR 130 (2021), pp. 525-538
Persistent link: https://www.econbiz.de/10012544868
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Similarity over difference : how congruency in customer characteristics drives service experiences
Nguyen, July; Ferraro, Carla; Sands, Sean - In: Journal of business research : JBR 121 (2020), pp. 592-603
Persistent link: https://www.econbiz.de/10012417380
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Paying it forward : the influence of other customer service recovery on future co-creation
Kim, Kawon; Baker, Melissa A. - In: Journal of business research : JBR 121 (2020), pp. 604-615
Persistent link: https://www.econbiz.de/10012417381
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The effects of warmth-oriented and competence-oriented service recovery messages on observers on online platforms
Huang, Ran; Ha, Sejin - In: Journal of business research : JBR 121 (2020), pp. 616-627
Persistent link: https://www.econbiz.de/10012417382
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So distant, yet useful : the impact of distal stories on customers' service expectations
Lee, Na Young; Noble, Stephanie M.; Zablah, Alex R. - In: Journal of business research : JBR 113 (2020), pp. 230-242
Persistent link: https://www.econbiz.de/10012230473
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The impact of service employees' technostress on customer satisfaction and delight : a dyadic analysis
Christ-Brendemühl, Sonja; Schaarschmidt, Mario - In: Journal of business research : JBR 117 (2020), pp. 378-388
Persistent link: https://www.econbiz.de/10012286521
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The authentic service employee : service employees' language use for authentic service experiences
Kraak, Johannes Marcelus; Holmqvist, Jonas - In: Journal of business research : JBR 72 (2017), pp. 199-209
Persistent link: https://www.econbiz.de/10011645572