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Overcompensating for severe service failure : perceived fairness and effect on negative word-of-mouth intent
Noone, Breffni M. - In: The journal of services marketing 26 (2012) 5, pp. 342-351
Persistent link: https://www.econbiz.de/10009629143
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An examination of consumer advocacy and complaining behavior in the context of service failure
Chelminski, Piotr; Coulter, Robin A. - In: The journal of services marketing 25 (2011) 5, pp. 361-370
Persistent link: https://www.econbiz.de/10009272241
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#IHateYourBrand: adaptive service recovery strategies on Twitter
Abney, Alexandra K.; Pelletier, Mark J.; Ford, … - In: The journal of services marketing 31 (2017) 3, pp. 281-294
Persistent link: https://www.econbiz.de/10011741259
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Virtually present others and their influence on complainants' follow-ups and firm response
Rios, Rosa E.; Riquelme, Hernan E.; Comai, Alessandro - In: The journal of services marketing 37 (2023) 8, pp. 989-1003
Persistent link: https://www.econbiz.de/10014333589
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Customer responses to service failures on social media
Varnali, Kaan; Cesmeci, Caner - In: The journal of services marketing 36 (2022) 5, pp. 691-709
Persistent link: https://www.econbiz.de/10013407589
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An investigation into gamification as a customer engagement experience environment
Harwood, Tracy; Garry, Tony - In: The journal of services marketing 29 (2015) 6/7, pp. 533-546
Persistent link: https://www.econbiz.de/10011418363
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Frequent (flier) frustration and the dark side of word-of-web : exploring online dysfunctional behavior in online feedback forums
Tuzovic, Sven - In: The journal of services marketing 24 (2010) 6, pp. 446-457
Persistent link: https://www.econbiz.de/10008749365
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"Is it all just lip service?" : on Instagram and the normalisation of the cosmetic servicescape
Rodner, Victoria; Goode, Amy; Burns, Zara - In: The journal of services marketing 36 (2022) 1, pp. 44-58
Persistent link: https://www.econbiz.de/10012798381
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Drivers of user engagement in eWoM communication
Rossmann, Alexander; Ranjan, Kumar Rakesh; Sugathan, Praveen - In: The journal of services marketing 30 (2016) 5, pp. 541-553
Persistent link: https://www.econbiz.de/10011615554
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The effects of influencer endorsement services on crowdfunding campaigns
Bargoni, Augusto; Giachino, Chiara; Battisti, Enrico; … - In: The journal of services marketing 37 (2023) 1, pp. 40-52
Persistent link: https://www.econbiz.de/10013542891