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Other-customer failure : effects of perceived employee effort and compensation on complainer and non-complainer service evaluations
Huang, Wen Hsien - In: Journal of service management 21 (2010) 2, pp. 191-211
Persistent link: https://www.econbiz.de/10003987098
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Lack of preferential treatment : effects on dissatisfaction after a service failure
Varela Neira, Concepción; Vázquez Casielles, Rodolfo; … - In: Journal of service management 21 (2010) 1, pp. 45-68
Persistent link: https://www.econbiz.de/10003964392
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Show you care : initiating co-creation in service recovery
Xu, Yingzi; Marshall, Roger; Edvardsson, Bo; Tronvoll, Bård - In: Journal of service management 25 (2014) 3, pp. 369-387
Persistent link: https://www.econbiz.de/10010384971
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Why are Generation Y consumers the most likely to complain and repurchase?
Soares, Raquel Reis; Zhang, Ting Ting; Proença, João F.; … - In: Journal of service management 28 (2017) 3, pp. 520-540
Persistent link: https://www.econbiz.de/10011758761
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Organizational learning from customer feedback received by service employees : a social capital perspective
Wirtz, Jochen; Tambyah, Siok Kuan; Mattila, Anna S. - In: Journal of service management 21 (2010) 3, pp. 363-387
Persistent link: https://www.econbiz.de/10003993797
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Negative emotions and their effect on customer complaint behaviour
Tronvoll, Bård - In: Journal of service management 22 (2011) 1, pp. 111-134
Persistent link: https://www.econbiz.de/10009010792
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I want to believe they really care : how complaining customers want to be treated by frontline employees
Gruber, Thorsten - In: Journal of service management 22 (2011) 1, pp. 85-110
Persistent link: https://www.econbiz.de/10009010793
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Developing effective service compensation strategies : is a price reduction more effective than a free gift?
Huang, Wen Hsien; Lin, Tzu-da - In: Journal of service management 22 (2011) 2, pp. 202-216
Persistent link: https://www.econbiz.de/10009155028
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When public services fail : a research agenda on public service failure
Walle, Steven van de - In: Journal of service management 27 (2016) 5, pp. 831-846
Persistent link: https://www.econbiz.de/10011553217
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Perceived prevalence and personal impact of negative online reviews
Bradley, Graham L.; Sparks, Beverley; Weber, Karin - In: Journal of service management 27 (2016) 4, pp. 507-533
Persistent link: https://www.econbiz.de/10011563656