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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
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How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?
Bolton, Lisa E.; Mattila, Anna S. - In: Journal of retailing 91 (2015) 1, pp. 140-153
Persistent link: https://www.econbiz.de/10010500739
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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
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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
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Spillover effects of service failures in coalition loyalty programs : the buffering effect of special treatment benefits
Schumann, Jan Hendrik; Wünderlich, Nancy V.; … - In: Journal of retailing 90 (2014) 1, pp. 111-118
Persistent link: https://www.econbiz.de/10010359932
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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
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When do customers offer firms a "second chance" following a double deviation? : the impact of inferred firm motives on customer revenge and reconciliation
Joireman, Jeff; Grégoire, Yany; Devezer, Berna; Tripp, … - In: Journal of retailing 89 (2013) 3, pp. 315-337
Persistent link: https://www.econbiz.de/10009781852
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Customer complaining : the role of tie strenght and information control
Mittal, Vikas; Huppertz, John W.; Khare, Adwait - In: Journal of retailing 84 (2008) 2, pp. 195-204
Persistent link: https://www.econbiz.de/10003744326
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Rapport-building behaviors used by retail employees
Gremler, Dwayne D.; Gwinner, Kevin P. - In: Journal of retailing 84 (2008) 3, pp. 308-324
Persistent link: https://www.econbiz.de/10003782192
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Spoiled rotten : how and when discontinuation of repetitive and regular delight offers increases customer desire for revenge
Li, Yi; Fumagalli, Elena - In: Journal of retailing 98 (2022) 3, pp. 412-431
Persistent link: https://www.econbiz.de/10013426728