Narrow search
Showing 1 - 10 of 329
Cover Image
Managing complaints to improve customer profitability
Cambra-Fierro, Jesus; Melero, Iguacel; Sesé, F. Javier - In: Journal of retailing 91 (2015) 1, pp. 109-124
Persistent link: https://www.econbiz.de/10010500745
Cover Image
Breathing down your neck! : the impact of queues on customers using a retail service
Dahm, Martin; Wentzel, Daniel; Herzog, Walter; Wiecek, … - In: Journal of retailing 94 (2018) 2, pp. 217-230
Persistent link: https://www.econbiz.de/10011881552
Cover Image
The clock is tickin-Or is it? : customer satisfaction response to waiting shorter vs. longer than expected during a service encounter
Caruelle, Delphine; Lervik-Olsen, Line; Gustafsson, Anders - In: Journal of retailing 99 (2023) 2, pp. 247-264
Persistent link: https://www.econbiz.de/10014321982
Cover Image
Managing a global retail brand in different markets : meta-analyses of customer responses to service encounters
Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; … - In: Journal of retailing 98 (2022) 2, pp. 294-314
Persistent link: https://www.econbiz.de/10013364286
Cover Image
Multichannel customer purchase behavior and long tail effects in the fashion goods market
Ratchford, Brian Thomas; Soysal, Gonca; Zentner, Alejandro - In: Journal of retailing 99 (2023) 1, pp. 46-65
Persistent link: https://www.econbiz.de/10014283357
Cover Image
The language backfire effect : how frontline employees decrease customer satisfaction through language use
Holmqvist, Jonas; Van Vaerenbergh, Yves; Lunardo, Renaud; … - In: Journal of retailing 95 (2019) 2, pp. 115-129
Persistent link: https://www.econbiz.de/10012102960
Cover Image
Pleasantly plump : offsetting negative obesity stereotypes for frontline service employees
Cowart, Kelly O.; Brady, Michael K. - In: Journal of retailing 90 (2014) 3, pp. 365-378
Persistent link: https://www.econbiz.de/10010408219
Cover Image
The effect of return policy leniency on consumer purchase and return decisions : a meta-analytic review
Janakiraman, Narayan; Srydal, Holly A.; Freling, Ryan - In: Journal of retailing 92 (2016) 2, pp. 226-235
Persistent link: https://www.econbiz.de/10011505034
Cover Image
I'll be watching you : shoppers' reactions to perceptions of being watched by employees
Esmark, Carol L.; Noble, Stephanie M.; Breazeale, Michael J. - In: Journal of retailing 93 (2017) 3, pp. 336-349
Persistent link: https://www.econbiz.de/10011744852
Cover Image
Information search and product returns across mobile and traditional online channels
Zhang, Yufei; Voorhees, Clay M.; Chen, Lin; Chiang, Jeongwen - In: Journal of retailing 98 (2022) 2, pp. 260-276
Persistent link: https://www.econbiz.de/10013364282