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Perceived justice of service recovery strategies : impact on customer satisfaction and quality relationship
Vázquez Casielles, Rodolfo; Álvarez, Leticia Suárez; … - In: Psychology & marketing 27 (2010) 5, pp. 487-509
Persistent link: https://www.econbiz.de/10003972422
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Consumer (goal) satisfaction : a means-ends chain approach
Orsingher, Chiara; Marzocchi, Gian Luca; Valentini, Sara - In: Psychology & marketing 28 (2011) 7, pp. 730-748
Persistent link: https://www.econbiz.de/10009241988
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Legacy writing and the consumption of biographic services
Guillemot, Samuel; Urien, Bertrand - In: Psychology & marketing 33 (2016) 11, pp. 971-981
Persistent link: https://www.econbiz.de/10011602986
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The influence of thematic product displays on consumers : an elaboration-based account
Lam, Shun Yin; Fu, Jeanne Ho-ying; Li, Dongmei - In: Psychology & marketing 34 (2017) 9, pp. 868-883
Persistent link: https://www.econbiz.de/10011738117
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Buffer bots : the role of virtual service agents in mitigating negative effects when service fails
Sands, Sean; Campbell, Colin L.; Plangger, Kirk; Pitt, … - In: Psychology & marketing 39 (2022) 11, pp. 2039-2054
Persistent link: https://www.econbiz.de/10013465140
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An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Lindsey-Hall, Kristina K.; Jaramillo, Susana; Baker, … - In: Psychology & marketing 40 (2023) 6, pp. 1047-1060
Persistent link: https://www.econbiz.de/10014291713
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An experimental test of brand insulation against competitor attacks : effects of consumer heterogeneity and residual desire
DelVecchio, Devon; Heath, Timothy B. - In: Psychology & marketing 25 (2008) 10, pp. 944-960
Persistent link: https://www.econbiz.de/10003768745
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A dual-sequence framework for B2C relationship formation : moderating effects of employee communication style in online group chat
Dabholkar, Pratibha A.; Dolen, Willemijn M. van; … - In: Psychology & marketing 26 (2009) 2, pp. 145-174
Persistent link: https://www.econbiz.de/10003812264
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"I won't leave you although you disappoint me" : the interplay between satisfaction, investment, and alternatives in determining consumer-brand relationship commitment
Sung, Yongjun; Choi, Sejung Marina - In: Psychology & marketing 27 (2010) 11, pp. 1050-1073
Persistent link: https://www.econbiz.de/10008698325
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Service quality, perceived value, corporate image, and customer loyalty in the context of varying levels of switching costs
Wang, Chung-yu - In: Psychology & marketing 27 (2010) 3, pp. 252-262
Persistent link: https://www.econbiz.de/10003956556