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Who is talking, who is listening? : service recovery through online customer-to-customer interactions
Xu, Yingzi; Yap, Sheau-Fen; Hyde, Kenneth F. - In: Marketing intelligence & planning 34 (2016) 3, pp. 421-443
Persistent link: https://www.econbiz.de/10011571115
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Decoding consumers' CSR scepticism : service recovery experience perspective
Kushwah, Mihir Kumar; Srivastava, Himanshu Shekhar - In: Marketing intelligence & planning 41 (2023) 3, pp. 265-278
Persistent link: https://www.econbiz.de/10014312974
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Consumer discrimination in service recovery situations
Rohden, Simoni F.; Santos, Cristiane Pizzutti dos - In: Marketing intelligence & planning 41 (2023) 3, pp. 293-309
Persistent link: https://www.econbiz.de/10014312978
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Online complaint handling : a text analytics-based classification framework
Yelkenci, Birce Dobrucalı; Özdağoğlu, Güzin; … - In: Marketing intelligence & planning 41 (2023) 5, pp. 557-573
Persistent link: https://www.econbiz.de/10014313058
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The effect of inoculation messages on service recovery
Ma, Ke; Qian, Si - In: Marketing intelligence & planning 40 (2022) 6, pp. 710-723
Persistent link: https://www.econbiz.de/10013393518
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Collective job crafting and team service recovery performance : a moderated mediation mechanism
Luu Trong Tuan - In: Marketing intelligence & planning 35 (2017) 5, pp. 641-656
Persistent link: https://www.econbiz.de/10011774639
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The ways companies really answer consumer complaints
Ryngelblum, Arnaldo L.; Vianna, Nadia W. H.; Rimoli, … - In: Marketing intelligence & planning 31 (2013) 1, pp. 54-71
Persistent link: https://www.econbiz.de/10009722457
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Exploring the integration of social media within integrated marketing communication frameworks : perspectives of services marketers
Valos, Michael John; Habibi, Fatemeh; Casidy, Riza; … - In: Marketing intelligence & planning 34 (2016) 1, pp. 19-40
Persistent link: https://www.econbiz.de/10011459169
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Went in for Botox and left with a rhinoplasty : the ethics of customer relationship marketing practices for non-surgical cosmetic procedures
Vlahos, Aphrodite; Bove, Liliana L. - In: Marketing intelligence & planning 34 (2016) 7, pp. 927-942
Persistent link: https://www.econbiz.de/10011623893
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Investigating young customers' retail purchase embarrassment
Sarkar, Juhi Gahlot; Sarkar, Abhigyan - In: Marketing intelligence & planning 35 (2017) 1, pp. 111-129
Persistent link: https://www.econbiz.de/10011657330