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Service recovery via social media : the social influence effects of virtual presence
Schaefers, Tobias; Schamari, Julia - In: Journal of service research : JSR 19 (2016) 2, pp. 192-208
Persistent link: https://www.econbiz.de/10011485442
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Trust recovery following a double deviation
Basso, Kenny; Santos, Cristiane Pizzutti dos - In: Journal of service research : JSR 19 (2016) 2, pp. 209-223
Persistent link: https://www.econbiz.de/10011485447
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Recovering coproduced service failures : antecedents, consequences, and moderators of locus of recovery
Dong, Beibei; Sivakumar, K.; Evans, Kenneth R.; Zou, … - In: Journal of service research : JSR 19 (2016) 3, pp. 291-306
Persistent link: https://www.econbiz.de/10011665411
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The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung; Tsarenko, Yelena; Tojib, Dewi - In: Journal of service research : JSR 19 (2016) 3, pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
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Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Albrecht, Arne Keno; Walsh, Gianfranco; Beatty, Sharon E. - In: Journal of service research : JSR 20 (2017) 2, pp. 188-203
Persistent link: https://www.econbiz.de/10011684846
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Businesses beware : consumer immoral retaliation in response to perceived moral violations by companies
Loureiro, Yuliya Komarova; Haws, Kelly L.; Bearden, … - In: Journal of service research : JSR 21 (2018) 2, pp. 184-200
Persistent link: https://www.econbiz.de/10011855788
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A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.; Brady, Michael K.; Hopkins, Lucas M. - In: Journal of service research : JSR 21 (2018) 2, pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
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The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions
Van Vaerenbergh, Yves; Larivière, Bart; Vermeir, Iris - In: Journal of service research : JSR 15 (2012) 3, pp. 262-279
Persistent link: https://www.econbiz.de/10009578293
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Will you tolerate this? : the impact of affective commitment on complaint intention and postrecovery behavior
Evanschitzky, Heiner; Brock, Christian; Blut, Markus - In: Journal of service research : JSR 14 (2011) 4, pp. 410-425
Persistent link: https://www.econbiz.de/10009491362
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A meta-analysis of organizational complaint handling and customer responses
Gelbrich, Katja; Roschk, Holger - In: Journal of service research : JSR 14 (2011) 1, pp. 24-43
Persistent link: https://www.econbiz.de/10008826888