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Consumer cynicism in service failures
Tran, Hai-Anh; Strizhakova, Yuliya; Usrey, Bryan; … - In: Psychology & marketing 39 (2022) 2, pp. 346-359
Persistent link: https://www.econbiz.de/10012796107
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Rewarding customers who keep a product : how reinforcement affects customers' product return decision in online retailing
Gelbrich, Katja; Gäthke, Jana; Hübner, Alexander - In: Psychology & marketing 34 (2017) 9, pp. 853-867
Persistent link: https://www.econbiz.de/10011738111
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When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël; Cusin, Julien; Lunardo, Renaud - In: Psychology & marketing 40 (2023) 12, pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
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Mitigating the negative effects of service failure through customer identification
Song, Jiaqi; Huang, Jiexian; Jiang, Yuwei - In: Psychology & marketing 39 (2022) 4, pp. 715-725
Persistent link: https://www.econbiz.de/10013165429
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Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco; Shiu, Edward; Schaarschmidt, Mario; … - In: Psychology & marketing 39 (2022) 12, pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
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The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola; Rotman, Jeffrey; MacQuilken, Lisa; … - In: Psychology & marketing 40 (2023) 4, pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
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The contrasting influences of incidental anger and fear on responses to a service failure
Su, Lei; Wan, Lisa C.; Wyer, Robert S. - In: Psychology & marketing 35 (2018) 9, pp. 666-675
Persistent link: https://www.econbiz.de/10011970127
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Complaining : a function of attitude, personality, and situation
Thøgersen, John; Juhl, Hans Jørn; Stig Poulsen, Carsten - In: Psychology & marketing 26 (2009) 8, pp. 760-777
Persistent link: https://www.econbiz.de/10003867772
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Understanding unethical retail disposition practice and restraint from the consumer perspective
Rosenbaum, Mark S.; Kuntze, Ronald; Wooldridge, Barbara Ross - In: Psychology & marketing 28 (2011) 1, pp. 29-52
Persistent link: https://www.econbiz.de/10008856897
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Do negative consumption experiences hurt manufacturers or retailers? : the influence of reasoning style on consumer blame attributions and purchase intention
Yoon, Sukki - In: Psychology & marketing 30 (2013) 7, pp. 555-565
Persistent link: https://www.econbiz.de/10009778566