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Silent voices : nonbehavioral reactions to service failures
Ro, Heejung; Mattila, Anna S. - In: Services marketing quarterly 36 (2015) 2, pp. 95-111
Persistent link: https://www.econbiz.de/10011290006
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Creating positive word-of-mouth promotion through service recovery strategies
Wang, Edward Shih-tse; Chang, Shu-yu - In: Services marketing quarterly 34 (2013) 2, pp. 103-114
Persistent link: https://www.econbiz.de/10009745747
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Compensatory solution : can it save a company from a service failure?
Tran, Trang P.; Roswinanto, Widyarso; Yunus, Erlinda Nusron - In: Services marketing quarterly 37 (2016) 2, pp. 80-97
Persistent link: https://www.econbiz.de/10011486830
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Silence is not golden : firm response and nonresponse to consumer correspondence
Gulas, Charles S.; Larsen, James E. - In: Services marketing quarterly 33 (2012) 3, pp. 261-275
Persistent link: https://www.econbiz.de/10009583086
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The role of relationships in service failure : a cross-cultural study : United States, China, and Korea
Suh, Munshik; Greene, Henry; Rho, Taeseok; Qi, Qin - In: Services marketing quarterly 34 (2013) 3, pp. 191-204
Persistent link: https://www.econbiz.de/10009778530
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Scoring more after service failures : why do customers overclaim?
Khantimirov, Denis - In: Services marketing quarterly 39 (2018) 2, pp. 124-139
Persistent link: https://www.econbiz.de/10011859504
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Receiving, recording, and responding to customer complaints : the effects of formalizing customer complaint handling policies in retail firms
Shooshtari, Nader H.; Stan, Simona; Clouse, Shawn F. - In: Services marketing quarterly 39 (2018) 3, pp. 225-239
Persistent link: https://www.econbiz.de/10011940195
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Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju; Casidy, Riza; Mattila, Anna S. - In: Services marketing quarterly 39 (2018) 1, pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
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The role of customer complaint management on switching intention and customer exit in fitness centers
Campos, Pimenta, Marco Tulio; Mesquita, José Marcos … - In: Services marketing quarterly 44 (2023) 1, pp. 51-72
Persistent link: https://www.econbiz.de/10013546191
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"Calling again ..." : relationships between customer repeat calls, hostility, and service quality
Seger-Guttmann, Tali; Medler-Liraz, Hana - In: Services marketing quarterly 34 (2013) 2, pp. 159-174
Persistent link: https://www.econbiz.de/10009745735