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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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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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There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure
Lteif, Lama; Rubin, Dan; Ball, Joan P.; Lamberton, Cait - In: Psychology & marketing 40 (2023) 9, pp. 1808-1820
Persistent link: https://www.econbiz.de/10014338326
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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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The effect of service quality on customer satisfaction, loyalty, and happiness in five Asian countries
Gong, Taeshik; Yi, Youjae - In: Psychology & marketing 35 (2018) 6, pp. 427-442
Persistent link: https://www.econbiz.de/10011970145
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Clothes, condoms, and customer satisfaction : the effect of employee mere presence on customer satisfaction depends on the shopping situation
Otterbring, Tobias; Lu, Chaoren - In: Psychology & marketing 35 (2018) 6, pp. 454-462
Persistent link: https://www.econbiz.de/10011970144
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The impact of service robots on customer satisfaction online ratings : the moderating effects of rapport and contextual review factors
Borghi, Matteo; Mariani, Marcello M.; Vega, Rodrigo P.; … - In: Psychology & marketing 40 (2023) 11, pp. 2355-2369
Persistent link: https://www.econbiz.de/10014432406
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Revisiting problem gamblers' harsh gaze on casino services : applying complexity theory to identify exceptional customers
Woodside, Arch G.; Prentice, Catherine; Larsen, Anders - In: Psychology & marketing 32 (2015) 1, pp. 65-77
Persistent link: https://www.econbiz.de/10011287634
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The impact of service scripts on customer citizenship behavior and the moderating role of employee customer orientation
Nguyen, Helena; Groth, Markus; Walsh, Gianfranco; … - In: Psychology & marketing 31 (2014) 12, pp. 1096-1109
Persistent link: https://www.econbiz.de/10010465120
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"My place is your place" : understanding how psychological ownership influences peer-to-peer service experiences
Pino, Giovanni; Nieto-García, Marta; Zhang, Carol Xiaoyue - In: Psychology & marketing 39 (2022) 2, pp. 390-401
Persistent link: https://www.econbiz.de/10012796112