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Frontline problem-solving effectiveness : a dynamic analysis of verbal and nonverbal cues
Marinova, Detelina; Singh, Sunil K.; Singh, Jagdip - In: Journal of marketing research : JMR 55 (2018) 2, pp. 178-192
Persistent link: https://www.econbiz.de/10011844990
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Learning from a service guarantee quasi experiment
Chen, Xinlei; John, George; Hays, Julie M.; Hill, Arthur V. - In: Journal of marketing research : JMR 46 (2009) 5, pp. 584-596
Persistent link: https://www.econbiz.de/10003896183
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Shaping customer satisfaction through self-awareness cues
Pham, Michel T.; Goukens, Caroline; Lehmann, Donald R.; … - In: Journal of marketing research : JMR 47 (2010) 5, pp. 920-932
Persistent link: https://www.econbiz.de/10008666367
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A model of consumer learning for service quality and usage
Iyengar, Raghuram; Ansari, Asim; Gupta, Sunil - In: Journal of marketing research : JMR 44 (2007) 4, pp. 529-544
Persistent link: https://www.econbiz.de/10003569454
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Self-threat and product failure : how internal attributions of blame affect consumer complaining behavior
Dunn, Lea; Dahl, Darren W. - In: Journal of marketing research : JMR 49 (2012) 5, pp. 670-681
Persistent link: https://www.econbiz.de/10009659295
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Customer satisfaction heterogeneity and shareholder value
Grewal, Rajdeep; Chandrashekaran, Murali; Citrin, Alka V. - In: Journal of marketing research : JMR 47 (2010) 4, pp. 612-626
Persistent link: https://www.econbiz.de/10009234932
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The psychology of decisions to abandon waits for service
Janakiraman, Narayan; Meyer, Robert J.; Hoch, Stephen J. - In: Journal of marketing research : JMR 48 (2011) 6, pp. 970-984
Persistent link: https://www.econbiz.de/10010217424
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Paying with money or effort : pricing when customers anticipate hassle
Lambrecht, Anja; Tucker, Catherine - In: Journal of marketing research : JMR 49 (2012) 1, pp. 66-82
Persistent link: https://www.econbiz.de/10009507246
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When disfluency signals competence : the effect of processing difficulty on perceptions of service agents
Thompson, Debora V.; Ince, Elise Chandon - In: Journal of marketing research : JMR 50 (2013) 2, pp. 228-240
Persistent link: https://www.econbiz.de/10009737774
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Personal relevance and mental simulation amplify the duration framing effect
Ülkümen, Gülden; Thomas, Manoj - In: Journal of marketing research : JMR 50 (2013) 2, pp. 194-206
Persistent link: https://www.econbiz.de/10009737782