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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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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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Customer experience from a self-service system perspective
Åkesson, Maria; Edvardsson, Bo; Tronvoll, Bård - In: Journal of service management 25 (2014) 5, pp. 677-698
Persistent link: https://www.econbiz.de/10010426047
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Poor and rich customers in the service encounter
Söderlund, Magnus - In: Journal of service management 28 (2017) 2, pp. 265-283
Persistent link: https://www.econbiz.de/10011704037
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The influence of service employees' nonverbal communication on customer-employee rapport in the service encounter
Lin, Cheng-Yu; Lin, Jiun-Sheng Chris - In: Journal of service management 28 (2017) 1, pp. 107-132
Persistent link: https://www.econbiz.de/10011654999
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A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes
Wu, Yu; Groth, Markus; Zhang, Kaixin; Minbashian, Amirali - In: Journal of service management 34 (2023) 5, pp. 896-940
Persistent link: https://www.econbiz.de/10014456504
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A double whammy effect of ethnicity and gender on consumer responses to management level service failures
Wu, Luorong; Han, Rachel; Mattila, Anna S. - In: Journal of service management 27 (2016) 3, pp. 339-359
Persistent link: https://www.econbiz.de/10011583559
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Consumer control in service recovery : beyond decisional control
Joosten, Herm; Bloemer, Johanna M.; Hillebrand, Bas - In: Journal of service management 28 (2017) 3, pp. 499-519
Persistent link: https://www.econbiz.de/10011758717
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Self-service technology recovery : the importance of psychological need support
Keating, Byron W.; Aslan, Marjan - In: Journal of service management 34 (2023) 4, pp. 725-749
Persistent link: https://www.econbiz.de/10014338201