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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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Quantifying the dynamic effects of service recovery on customer satisfaction : evidence from Chinese mobile phone markets
Fang, Zheng; Luo, Xueming; Jiang, Minghua - In: Journal of service research : JSR 16 (2013) 3, pp. 341-355
Persistent link: https://www.econbiz.de/10009782132
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The role of perceived control in customer value cocreation and service recovery evaluation
Guo, Lin; Lotz, Sherry L.; Tang, Chuanyi; Gruen, Thomas W. - In: Journal of service research : JSR 19 (2016) 1, pp. 39-56
Persistent link: https://www.econbiz.de/10011433138
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Antiservice as guiding maxim : tough lessons from a maximum security prison
Hill, Ronald Paul; Capella, Michael L.; Rapp, Justine M.; … - In: Journal of service research : JSR 19 (2016) 1, pp. 57-71
Persistent link: https://www.econbiz.de/10011433173
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Unpacking customer rage elicitation : a dynamic model
Surachartkumtonkun, Jiraporn; McColl-Kennedy, Janet R.; … - In: Journal of service research : JSR 18 (2015) 2, pp. 177-192
Persistent link: https://www.econbiz.de/10011283710
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A meta-analysis of relationships linking service failure attributions to customer outcomes
Van Vaerenbergh, Yves; Orsingher, Chiara; Vermeir, Iris; … - In: Journal of service research : JSR 17 (2014) 4, pp. 381-398
Persistent link: https://www.econbiz.de/10010432171
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How much compensation should a firm offer for a flawed service? : an examination of the nonlinear effects of compensation on satisfaction
Gelbrich, Katja; Gäthke, Jana; Grégoire, Yany - In: Journal of service research : JSR 18 (2015) 1, pp. 107-123
Persistent link: https://www.econbiz.de/10010483434
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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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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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Deck the halls with boughs of holly to soften evaluations of service failure
Newton, Joshua D.; Wong, Jimmy; Casidy, Riza - In: Journal of service research : JSR 21 (2018) 4, pp. 389-404
Persistent link: https://www.econbiz.de/10011951796